This post has been on my mind for a while. It has just taken me a while to sit down and write it out. Today I’m talking to you about customer service. I know it’s not a very sexy topic, but it needs to be discussed. In today’s competitive marketplace, you need every advantage you can get. Having good customer service is one good way to distinguish yourself from your competitors. Here are some things you can do as a small business owner to make sure your customers have a good experience.
Own your mistakes.
We are all humans. We’re not perfect. Sometimes mistakes happen. Instead of finding ways to blame others, own your mistakes. A simple, “I’m sorry that happened, here let me fix that for you.” goes a long way to earning a customer’s trust.
Respond to inquiries quickly.
I know it is impossible to stay on the computer 24 hours a day. However, you should respond to your customers’ inquiries as soon as humanly possible. Even if you just send a short message letting your customer know you got the message, you will be better off than not sending an acknowledgement at all. Let your customers know when they can expect to hear from you. Business moves fast. Your customers could be talking to your competition at the same time they are trying to get information from you.
Don’t make it hard for people to get in touch with you.
I understand you are worried about spammers, but you shouldn’t make it difficult for people to get a hold of you. At the very least, put a contact form on your website.
It doesn’t have to be hard to give good customer service to your customers. Good customer service doesn’t just start after the sale. It starts from the moment your potential customer arrives at your website.