Customer service must be one of the top priorities for any business owner. Unfortunately, not many pay enough attention to it. There are entrepreneurs who don’t take good care of their customers, who just want their product to be in the hands of more clients and see money coming in, and who aren’t available to take action immediately when a client has a complaint.
Such people, and businesses, don’t make it in the long run. Customers know when someone doesn’t care about them, and they will just go buy from a competitor who does. Being nice isn’t enough either. Your service must be exceptional. Let’s see what that really means.
What is Good Customer Service?
Ever since marketing came to be, customer service has meant one thing – to make your clients satisfied. But few are good at it.
Because true customer service means going the extra mile, doing a little something (and doing it better than anyone else in the market) that will make them smile, feel special or will help them in some way.
It means being able to handle issues the moment someone contacts you or your team, doing it effectively, and making sure that doesn’t happen again.
It means knowing your product, service and company so well, that you can give a specific answer to any question a potential customer might have. That also includes communicating with them with respect and being friendly at the same time. After all, these are the people who pay your bills. But they also need to build trust in you and to know there’s a person behind all this who cares.
[bctt tweet=”As a business owner, it’s your duty to deliver any item on time, without exceptions.” username=”womeneur”]
What’s more, you should do your best to eliminate any barriers your customers might have that can keep them from contacting support or the point of major complaint. This might be technology – make it as simple as one or two clicks before they’re are chatting with an employee of the company and are receiving the guidance they came for. That’s not an easy thing as it means (in case you’re offering your product or service internationally) having enough staff members, a flawless system, and perfect organizational skills to make sure everything happens on time.
Don’t become an entrepreneur who considers a product delivered the moment it’s shipped, or sent. Server issues shouldn’t be something the customer has to figure out on his own. Sometimes, the system might not be working well and a customer might not be receiving emails and notifications. But if both parties don’t know that, at some point you’ll end up with hundreds of angry clients without knowing what to do.
Once you get to that point, earning their respect again and keeping them satisfied is quite difficult. So make sure you work hard before you get the product out there. And once it’s launched, never stop receiving feedback, listening to it, making improvements and learning from the mistakes.
Taking Customer Service to The Next Level
You want to stand out in your competitive niche, and customer service can be the foundation of your success.
Don’t just follow the rules above, do even more.
For instance, considering that first impressions matter the most, make it your goal to amaze a client who buys for the first time. Be it with a personal call from you a few days after the purchase to see how things are going, by giving them a bonus workbook on how to use the item effectively, or including them in a contest for winning something. That’s what going beyond their expectations means.
Encourage people using your product to take a picture, which you’ll then upload to your social media. Create engagement. Let them brainstorm ideas on how to make the process fun. Maybe a forum would be a nice addition to your site, and you yourself can even learn a thing or two about what your clients struggle with.
Why All This Matters?
Without your customers, you won’t be making money and the business will soon cease to exist. But there’s much more behind this.
Happy clients are the people who will give you feedback on how to make your product better, who will tell their friends about it, who might become fans of the brand and buy future products too.
In the startup world, it’s often said that it’s much better to create a product a small number of people will love, than to aim at making millions of people like it.
Loyal customers can go a long way, but you need that first group of people in the beginning. They will be your biggest asset. You’ll ask them what they need, what features they want to see, how they want the product to look in terms of design, what from your competitors’ products they like the most, etc.
So, now that you’re reminded of what true customer service looks like, what can you do today to optimize that aspect of your business?