Marketing a Small Business through Best Customer Service
A business owner has a duty to perform in ensuring that everything is done to a standard that customers can appreciate. That is regardless of the size of a business or the number of employees. Arguably, excellent customer service can make or break a business especially with the prevailing competition in every industry. It is therefore prudent to comprehend exactly what needs to be done to deliver high standard services to customers. There is a need to comprehend how to take the ordinary customer service to an entirely new level that is easily recognizable by customers. Below are recommendations that every small business owner in the US should embrace in making the business to stand out among the competition.
Hire Employees with Excellent Customer Skills
Hiring people with good customer relation skills is not negotiable for the success of customer service. From the cashier to the service agent who answers customer queries on the phone, all these should be highly trained and experienced individuals in customer relations. It is essential for every business owner to understand that customer service representative serves as the face of a business. The more the experienced, the better they will handle your customers.
Build a Good Rapport with Customers
Every small business owner has an opportunity to personalize the customer experience. That can be achieved through regularly reaching out to your customers and getting to know them by name. In addition, you can make memorable conversations with them about the current state of affairs in the neighborhood in around the country. A customer is likely to read the goodwill and excellent customer relation from a casual talk. It may sound cliché but remembering a customer’s name will make them feel valued. Having a good rapport with customers can go a long way in helping a business owner in gathering feedback about the business.
Be Present on Every Level
Good customer service is all about being present at every instant. Be a business owner that moves around, from the service counter to social outlets. Even taking some time to respond to your customers via phone, email, or social media will make them feel valued. In case a business owner does not take time to address customer issues on whatever platform, it will no doubt leave them feeling neglected. Eventually, they will become unhappy with your services. Before it gets out of hand, formulate an action plan in place for every avenue of communication. If not available to address customer issues, ensure that you delegate to your best customer care representative.
Treat Every Customer the Same
It is not good to have preferential treatment for customers at any given time. There are those customers who will check in with you once per year. On the other hand, another buys from the business on a daily basis. There is a natural tendency that makes a business owner treat daily customers as special. As a business owner, one ought to serve all customers with the same level of service. Repeat customers, referrals and existing customers are all a huge asset for a business and should be treated the same. Inconsistent service will make others feel left out or not valued and consequently stop buying from the business. One should have a solid process in place through the entire customer lifecycle. That implies that all the business functions from marketing, sales, to on boarding and retention should be standardized to the same level of awesome service.
Pay Close Attention and Value Customer Feedback
It is essential for business owners to let customers have a way to share their opinions about your business. With the current popularity of social media, a business owner can use various platforms to get customer feedback. Modern customers want to feel that product or service providers are listening to them. For a successful feedback extraction process, one can conduct a customer survey or an open invitation to share a review on a website or social media. That way, the business will know the major areas of improvement. As a result, customers will be more satisfied and comfortable in the product or service being offered.
Avoid Making False Promises or Guarantees
Without a doubt, extravagant promotions and promises will entice customers. Nevertheless, nothing will be more frustrating for existing or potential customers than a click-bait offer or a promotion with a multitude of terms and conditions. It is good to be honest and upfront about your promises and guarantees. You will like the result where you will have built a happier, more committed customer base.
Comprehend the True Value of Customer Retention
Even though it is vital to grow a small business by adding customers, a business owner should keep in mind the value of customer retention. In many instances, it is more economically wise to focus on customers who have already interacted with your business. Nonetheless, that should be done without making other customers sidelined. It is imperative to note that retention is only possible if you are demonstrating appreciation for and value to your customers.
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