Finding new clients seems harder then ever. It’s a long process to obtain a client, but in the blink of an eye, we can lose them. Why? Perhaps it isn’t the customers that have changed, but our service to them. Is our customer service building loyalty to us or telling the customer we don’t care if they go somewhere else? Let’s look at 4 tips to excellent customer service that not only serves the customer, but helps your company build lasting loyalty.
Like me, you’re none too happy when you call a big company (and even some small companies these days) only to be connected to the digital hell that is the “automated attendant.” Too often I simply press “0”, but more & more, that doesn’t even get me to a live person. I’m not a machine (I’m not even a Star Trek Borg yet) and don’t want to talk with one when I want service. If you’re company has an automated attendant, ensure your current customers can either contact you directly or give them a “super-secret” phone number which immediately goes to a live person. They will appreciate the special treatment.
ALL IN THE FAMILY
We’ve all heard, treat your clients like family, but “family” has changed quite a bit in the last 50 years. Some folks want nothing to do with their families. Maybe don’t treat your clients like that. But seriously, thinking of your clients as family leads to your clients being good friends. And we don’t let our friends suffer with problems we are experts at correcting.
Remember the iconic Aretha Franklin 1960’s song, “Respect”? It’s ironic that everyone rightly believes they deserve respect, but it seems to have fallen out of favor to ensure that everyone is respected. It’s most noticeable by the level of trash on the street. If someone drops a piece of trash, they tend to keep on walking. No respect. Always ensure your customer feels respected. Ensure any trash around your business, home or community is picked up as well.
CUSTOMER SERVICE OPPORTUNITY
Inventor, Thomas Edison, is quoted as saying “Opportunity is missed by most people because it is dressed in overalls and looks like work.” Great customer service doesn’t have to be hard work, but it never hurts for it to look like hard work to your customers. Take pride in being tops in customer service and you’ll never have to worry about your competition taking away your customers again. That’s not to say you won’t have a client leave you for the competition now and again, but if you treated them appropriately, they’ll easily recognize they miss you and will be back at their first opportunity.
Great customer service doesn’t come from a joining a secret society; you won’t see it advertised on a drug commercial; and it isn’t hard to achieve. Remember the Golden Rule. Take care of your customer and they will take very good care of you.
About the author, Rick Rusch | Cyber Security Evangelist
For over 25 years Rick has helped companies utilize technology safely & productively. Recognizing the dangers of the Internet age several years ago, Rick has passionately focused on cybersecurity to help clients guard their reputations & their most precious asset, their digital data.