Have you ever gone into a store to buy something, only to find two workers so engrossed in conversation with each other that they don’t even notice you? Or have you been in the middle of a transaction at a place of business, when the employee who is helping you stops everything to answer the phone, as if you are not as important? Have you been sitting in a restaurant, waiting for a very long time before the server comes to take your order? What about the time you called a company for a quote, and they never got back to you…? These are all examples of poor customer service. The scary thing about poor customer service is, the customer never forgets, and usually tells all their friends how bad their experience was, but never tells you, the business owner. They are the silent, unhappy customer that is your most dangerous customer - the one who never returns, and tells everyone else but you why…
Now turn it around. Can you remember over the top amazing customer service? The store clerk who went out of their way to make sure you got everything you need, or the friendly voice on the phone that made your day (yes, a real person on the phone!). It’s hard to find, but good customer service is out there! And you remember it, too!
If you are a business owner that doesn’t have over-the-top excellent customer service, you will lose customers. Statistics show the number one reason customers stop being patrons is from “perceived indifference”. This means the customer service doesn’t even have to be that bad, it can even be good customer service, but good customer service is now considered indifferent (ho hum) customer service that can lead to lost customers. Customer and clients expect good customer service. Good customer service is now the norm, and expected. Stated another way, a whopping 68% of customers or clients who change companies do so because of a perceived lack of caring expressed by some person in your company, even if the customer service is generally good! But the little things, such as little or no contact, not returning calls or emails, not being looked after in a satisfactory way, missed deadlines without explanation, voicemail instead of a real person, or just plain not getting back to a client in a timely manner really cost your bottom line. A lack of concern shown by one person in sales, service, shipping, accounting, management, someone, anyone in your company will be reflected in lower sales! Yikes!
Your customers want to be treated like a king or queen. They want to be special. So, do you make every single one of your customers feel special at every step? Do you have systems in place for your staff to deliver top-notch, amazing customer service every single time without fail, no matter what department is serving them? Do you go the extra mile, ensuring they have been not only looked after, but “wow”ed? Do you follow up every transaction with a thank you, either verbal or written? Do you keep in touch with your customers on a regular basis? If so, great! But consistency is key. The one time a customer is left feeling unsatisfied is one time too many. Over-the-top excellent customer service is guaranteed only if you have a system in place that ensures consistent customer service throughout the sales process and in all departments. Start setting up a system today that ensures every one of your customers gets over-the-top excellent customer service from every employee, in every department, all the time! It will increase your sales, and thus your profits, better than you can imagine! Consistency of excellent customer service, every time, is key!!
Written by Cindy Piva, President at Thrive Business Strategies.
If you like this article, please comment or email me and let me know! I am a business coach, specializing in working with successful business owners to plan and implement strategies that increase profits, streamline systems, and train quality employees. My email address is info@thrivebusiness.ca.
