Client Service
How well does your business keep it's promise to customer's? Client service or customer service is all about delivering on the promises that you make. If you deliver your promise well and customers are happy it often leads to referrals and repeat business. If you fail to deliver your promise it often has an immediate negative result and long term results that can impact the success of your business. It's vital for small businesses to be able to deliver an outstanding client service. Below are a collection of articles on client service from our weekly Business Owner Insights.
How Does Your Business Handle Complaints?
Communicating Your COVID Policy For Your Business
Is It Time To Take A Critical Look At Your Customer Service?
Use Customer Service Correctly To Mitigate Tension
Don’t Ask If You Don’t Care
Dealing with Online Complaints
Keep Calm and Provide Excellent Service!
Every business owner knows providing excellent service is important. Many businesses have standards and expectations in place for their employees when it comes to customer service. They have processes, systems, scripts, and other resources for communicating with customers in person, over the phone, through email, when texting, etc.
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Do Your Customers Feel Valued?
This month we've been discussing the importance of knowing your customers. We've looked at how to identify frustrations and how to be proactive in dealing with frustrations. Last week we touched on an important piece of your customer service, which is that your customers want to know that they are valued.
This week we want to challenge you to define what that looks and feels like. If you don't have one already, consider creating a customer promise or a value statement that outlines what your customers should experience as part of your business. If you already have these documents, pull them out and see if they are still relevant or need to be refreshed.
Don't Wait
In the last few weeks, we've discussed the importance of knowing your customers and being able to listen for when your customers are frustrated. The next step in providing excellent customer service is to understand what areas of your business are likely to frustrate your customers and be able to quickly react to them. As you work through understanding your customer's frustrations there will be a set of frustrations that you can solve through systems and processes, but there will also be frustrations that your business will never be able to completely eliminate.