Tuesday, July 27, 2010

Customer Service with a Smile ????

Lately while shopping I have found more and more rudeness at the check out counters
and customer service kiosks.
It makes me wonder if the customer service that I grew up with is no more.
The people we have to deal with are taking the attitude that they are doing us a favor by being in business.
I therefore decided it was time to write this blog and give my ideas on what
customer service means to me and my business at Barb's Bargains.

We strive to give 100% to our customers by offering the good bargains but more
importantly Service with a Smile. Without the Customer we don't have a business.
Being a small business repeat customers and word of mouth advertising is what keeps
us in business.

Customer service is king. Always.

“The Customer Is always Right.” When a customer comes to us about a complaint,
we are very serious about how we handle it. Irate customers are unhappy customers. Listen to
them, we try to respond to them with sympathy, and and then do our best to fix the
situation. Even if it is obvious that he’s wrong,we sometimes just take the loss and
compensate the customer.Sometimes that is better for business and the customer
goes away happy that you have done what you can to fix the problem. He will then
tell his friend that you stand by your products and do whatever it takes to fix
a problem.
When your customer is satisfied that his complaint has been properly
addressed, thank him for bringing the problem to your attention. We also have
small percentage off coupons that we will then send to the customer for his
next purchase with an email thanking him for bring the problem (whatever it was
to our attention), letting him know that he is an important customer to us and that
we do want his patronage.

Even more damaging to a small business
is the “silent complainer.” These silent complainers have friends. And their friends
have friends. and you never see him again. These are the hardest customers to do
something about. They are the reason that follow up on orders are so important.

* Be Visible – make sure your customers know who you are.
* Go the Extra Mile – Keep track of your customers. Thank you cards or emails are
a great way to let them know that you appreciate their business. Follow up,Follow up,
Follow up.

If a customer makes a special request, do your very best to deliver.

Customer service is one area where small companies can outshine their competitors
and cultivate intense loyalty among regular customers. But exceptional customer
service goes beyond mere politeness into relationship building.
Why is customer relations so important, particularly for small companies?
Service is a real soul of a business, no matter the size of the organization.
Small companies particularly need make themselves stand out because
they don't have the advertising and exposure that larger firms do.

1 comment:

  1. Barb you are soooooooo right - customer service has become secondary to most businesses. Such a shame - that bad taste has a tendency to linger and the customer winds up taking it out on the next, unsuspecting, seller! Good job on the reminder :)