The Lost Art of Customer Service & 6 Tips To Improve Yours
This week, I arrived home and checked my mailbox, as I usually do. Brochures, coupons booklets, junk mail and a cute pink envelope? Hmmm.
I stared at the envelope. The return address….seemed so familiar, but I couldn’t place it.
I get inside; open the envelope – a Thank You card from Sandi Krakowski and the ARC Leadership team! Whaaaat!!!!
You see earlier this year I decided on Sandi as a business coach and enrolled in her Inner Circle coaching program. When she announced that we would be opening up XXX for her Information Publishing Course, I knew instantly that I would enroll.
Sandi ALWAYS talks about going above and beyond to serve your clients and you should be honored to work with them. I didn’t realize just how much this could impact someone until I received that little pink card. So simple; yet so profound.
So that brings me to the topic of this blog post: The Lost Art of Customer Service. Service, Customer Appreciation, Please and Thank You – all seem to be getting lost in the numbers game played to get the sale.
so here are 5 Tips to help your better serve your customer base.
1.Love What You Do
There is nothing worse than a person working with the public who hates their job. You can tell automatically from their apprearnace and demeanor that you will not be having a pleasant expericence. People can tell when you are not geniunely interested. Instead; Present yourself professionally (appreance). Smile when you first greet some. Have a positive attitude. First impressions last a long time.
2. Never Push A Product To Make A Sale
Listen to what they are saying, what they are looking for. Guide them to the service or product that best fits their need, not what is going to make you the a bigger commission. If you can’t service them, point them in the direction where they can be helped (they will appreciate it).
3. Show Customer Appreciation
Know their name. Include a thank-you note in a customer’s package; offer a birthday card. It’s the little things that stick and make them feel appreciated.
4. Be Accessible
I’m not saying you have to on call 24hrs a day, but in these days of automated and outsourced representatives, picking up the phone to actually speak with your customer says a lot, that there is an actual person behind the logo. It creates a connection, which creates a relationship, which creates loyalty. A loyal customer is your best customer.
5. Listen
Get their opinion, and not just when there is an issue. Talking to your customers and getting their feedback on a regular basis, lets them know that they are not just another sale and that you value their opinion.
6. Fix It
Products break. Orders ship late. Incorrect items are received. Things happen. When mishaps happen or there is an issue there is only one route to go. FIX IT & FIX IT FAST. Assess the situation. Accept responsibility. Reach out to the customer and apologize. Assess the situation. Offer a solution to rectify the situation. If the solution is not an immediate action – don’t let things go on and on without communication, keep your customer in the loop of the situation and what is being done to rectify it.
Remember, at the end of the day your business is really based on your customers, NOT your product or service. The level of customer service you provide will dictate the success and growth of your business.
