Customer Service Reminder

Over and over we hear how bad the economy is and businesses are going out of business.  Continually we hear how important the holiday season is for shopping and giving.  One of the best things a business owner can do is to remember that the big money isn’t as much in winning customers as in keeping customers. It is equally important to recognize that each individual customer’s perception of your company will determine how well you do this and that perception will depend on the level of customer service you provide.

Here are several things to remember that will help your business during these challenging times.  I call them challenging because one can meet a challenge with planning, training of staff and willingness to try new things to attract and keep customers.

1. Remember there is no way that the quality of customer service can exceed the quality of the people who provide it.  It is your employees that are serving your customer needs.  Think of ways to reward good service i.e. Christmas Bonus, special acknowledgement when they make a sale and remember a "thank you" at the end of the day goes a long way. 

2. Realize that your people will treat your customer the way they are treated. Employees take their cue from management. Be an example and remember rude customer service is a reflection of the company.

3. Are your customers greeted when they walk in the door All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers. When an old or potential customer comes to your facility remind your staff to greet them by introducing themselves, asking for the person’s name and say, “welcome and let me know if you have any questions.”  Often times when customers hear the words, “may I help you?”, their answer is generally “No.”  

4. For good customer service, go the extra mile. Include a thank-you note in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.  Remember to say thank you and wish them a joyous holiday season.  

5.  Are your customer service associates properly trained in how to handle a customer complaint or an irate person? Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customer’s experience. Make sure they know what to do and say to make that customer’s experience a positive, pleasant one.

It is my hope that these five suggestions help you during this holiday season in increasing your sales and customer retention.  Remember the owner, the employees and the customers are of equal importance and are needed for success. Wishing you a joyous holiday season, one filled with peace of mind, good health and continued prosperity.

Respectfully submitted by: Elaine B. Holtz    Norton& Holtz Business Solutions