October is typically observed as “Customer Service Month.” As a small business owner I know that if I waited until October to appreciate and serve my customers, I’d be long gone. My public relations and communications training company would not have survived for ten years.
Most of my clients have come to me through recommendations and referrals…from loyal customers. It’s because I stood with them, nurtured them and held their hands. I helped them look good and in some small way, added to their success and vision. What an honor. Think about it. Someone worked hard and was willing to share their money with me.
Business savvy people understand that communicating appreciation and gratitude to customers, (and yes, even prospects, employees and colleagues too) is critical to success. It’s not an occasional fleeting thought; it has to be an ingrained mindset that comes as second nature. You shouldn’t have to think about it, it’s simply who you are. It reflects the culture and values of your organization and team. It’s how you live.
Here are 20 Tips to Outstanding Customer Service:
1. Build relationships. Focus on listening and asking quality questions that will engage your customers. Pay attention to their needs and how you can help them be successful.
2. Send them something. It may be a news clip of their favorite hobby or an industry story, a giftcard thanking them for a referral or trusting you with their business or a newsletter that can help them through a challenge.
3. Invite them somewhere. Don’t just send your valued clients tickets to a sporting event, their favorite restaurant or a seminar. Invite them to join you. You can also invite someone they don’t know who could develop new business and network with them. When you go together you will bond and grow your relationship. Your customer has invested with you. Invest some time with them outside of the typical business day.
4. Remember their “moments.” When you listen closely, you will hear customers mention their birthday, engagement, broken leg or promotion. Send them a handwritten card of celebration or support, which is priceless these days.
5. Return their phone calls and e-mails promptly. Get back to your clients the same day if possible, or within 24 hours. Show them you are available and willing to listen or help. Acknowledge them.
6. Speak to them. While technology can be a beautiful thing, the sound of a human voice is oh so sweet. If you haven’t heard your client’s voice in seven days, pick up the phone for a quick “catch-up” call.
7. Coach them. Customers have likely hired you because they need your expertise. Offer your insights, lessons and experiences “off the clock.” They will appreciate it.
8. Remind them. Keep track of important deadlines and projects and follow-up with enough lead time as to avoid a crisis or last-minute race. You may be involved with only one small aspect of their business while they are looking at the big picture. Become an integral and trusted part of their team.
9. Measure success. Gather quantitative and qualitative information on the results you are getting for them. Connect it to their bottom line and productivity whenever possible. Remind them why they hired you.
10. Follow the “And Then Some” philosophy. Carl Holmes wrote this verse that’s in a greeting card: “These three little words are the secret to success. They are the difference between average people and top people in most companies. The top people always do what is expected…and then some.”
11. Remain positive. Let’s face it: your customer can take his business elsewhere. Your competition is waiting in the wings for you to screw something up. Your customer has decided to give you his money because of YOU. There is something about you (personality, style, charisma, attitude and values) that has drawn your customers to you. Keep a positive attitude and mindset that will keep them coming back.
12. Fix problems immediately. Regardless of your relationship or track record, a mistake or problem will arise. Address it immediately, be honest and accountable, and move on.
13. Take care of yourself. Commit to developing new business skills, exercise, eating properly and leisure time. Your customers will notice when you are in-sync. They’ll also notice when you are off kilter.
14. Learn their lingo. You don’t have to be an expert in your customer’s field but you should understand key issues, trends and challenges that they are up against. Ask questions, read their industry publications and watch their competitors.
15. Serve your customer. Never view your customer as a nuisance or interruption. If you do, they won’t be around very long. Nurture your relationship. Thank them for trusting you with their business. Reward their loyalty.
16. Show understanding. You don’t have to agree with your customer, but you can be empathetic and help them through a problem.
17. Treat their staff with kid gloves. Greet the receptionist or janitor as you would the CEO. It’s not only because your customer will notice. It’s simply the right thing to do. Make everyone feel special. They are.
18. Make it easy to do business with you. When possible, streamline paperwork, receipts, invoices, memos and reports. Don’t inundate them with details they didn’t ask for. Respect their time.
19. Create an environment that places the customer in the center of the Universe. If you are on a call with your customer and another line rings, let voicemail pick it up. If you’re a dry cleaner and the phone rings while you are waiting on a customer, finish the transaction without rushing. Be completely focused on how you can be of service in that moment. Don’t allow distractions to send a message to your customers that something else is more important.
20. Build a culture of quality. Set high standards for your own company which reflect top- notch customer loyalty and customer service to the outside world. Your voicemail, assistant, website, products and services should all shout “outstanding!” Approach every conversation, e-mail, project and interaction with the mantra of “What can I give you; how can I be of service here?”
I’ll leave you with this quote from Marlene Blaszczyk. “If you don’t care, your customer never will.”
(Photo Credit: Daniel Timmermann)
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Thanks for these awesome tips. They really shed light on how everyone should be treated as someone special. That will yield the biggest ROI beyond regular advertising and promotion.
I am glad you mentioned the ROI factor. It’s so much easier, and statistics prove it, to get repeat business from someone you already work with versus getting a new client with ads and promotions. I appreciate your comment!
Susan