Category — Your Business

What ever happened to customer service?

We’ve all experienced bad customer service at some point, now more frequently than ever.  At a restaurant, at the bank, at the ticket counter and when checking-in to a hotel.  It’s the feeling like we’re bothering the person providing the service.  You don’t like it when it’s being done to you and they (the customer) don’t like it when we do it to them.  I’ve been in the customer service industry for 15 years now and it’s for this reason that I feel obligated to share the importance of providing great customer service.  That’s the name of the game folks and your business depends on it.

We all have our days, but that alone is no reason to take it out on the customer or guest.  First - you need to understand that if it weren’t for customers you wouldn’t have a job.  Why keep a business open if no one was buying your services or products?  Second - for many businesses, word of mouth is the best form of advertisement (because it’s free) keeping in mind that bad news travels like wild fire.  People are more apt to share bad news than good news.  Third - you want customers to come back.

Now let’s break these three points down even further.

1.  Treat the customer with respect.

You don’t get a second chance to make a first impression.  Value the person in front of you.  After all, they are paying your salary.  There are thousands of business that offer the same service or product and when the customer decides to do business with you they deserve to be treated right.

2.  Make it a great experience.

Whether the customer goes into your business to purchase a toothbrush or get a hair-cut, the customer has already made the decision to come to you (with money their wallet).  You can add value to their purchase by making it a great experience.  A smile, showing a willingness to assist them, thanking them for their business and an invitation back will go a long way.  The guest will leave happy and tell others about your great service.  We are more inclined to listen to a good or bad recommendation given to us by a person we already trust.

3.  Build customer loyalty.

You want the customer to keep coming back.  Why give your customer’s to the competition?  We’re in a time were every other business is fighting for that same customer, so once you have him or as my boss use to say “Wrap our arms around our guests”, strive on keeping them forever.  It doesn’t hurt to smile.

Sure it’s easier said than done and for that reason I’ll be discussing how to deal with difficult customers and still deliver great customer service, in my next article (Who’s Paying You? - Part 2).  But for the time being, focus and understand these three points because repeat customers will keep your business afloat while everyone else sink.

”A customer is the most important visitor on our premises. He is not dependant on us – we are dependent on him.” - unknown