Customer Service

Even in today’s market, where large business offers similar products or services for less, the customer still looks for proper treatment. Customers quickly grow tired of cheaper products if it means they consistently receive an automated customer service message when they call for assistance.

Hang a “The customer is always right” poster in your office or workspace. Encourage your employees to always treat all customers the same regardless of what they buy and how often. There is no substitute for people in providing customer service, regardless of the incentives offered. A friendly phone call to follow up on a purchase or just to say hello helps pave the way; it allows not just future sales but also strengthens your business’ customer service initiative. As a small business, focusing on small details such as a quick call to say hi will impress the customer and be very do-able.

Customer Retention

Provide customer incentives to retain them, and “woo” them once in a while with a phone call or lunch. Begin a special incentives program for customers who have maintained loyalty, and they will repay you with loyalty. Keep in mind that you may have to tailor your benefits according to the customer. Some may appreciate discounts or lunches, and others may not respond to those things as favorably.

Ask for Feedback

As with employees, customers are flattered to be asked about their opinions. Your customer will be more likely to buy a product that he/she suggested from you than to pay less for it elsewhere, such as from a larger competitor. When the customer realizes you care enough to listen to their advice and input, they will be more apt to remain loyal and spread the positive word.

Host a customer meeting wherein you can provide a lunch and discussion. Provide a presentation about your business and offer a question and answer session. People are more prone to speak up to others, and the hope is that someone will give comments. If the group is large enough, break it up into teams and provide “case studies” and “games” with topics such as “What would you do if this was your business?” or “What would you want this business to sell?” Such casual seminars will allow you to get to know your customer better and vice versa.

Get to Know Your Customer

Along with the conversations you have with your customer when he is making the buy, tie in follow-up calls or visits to enable a strong rapport with the customer. Get to know him/her. If you customer is another business, ask them questions about the business; this is an old sales trick that is not actually a trick at all. If the customer recognizes your interest in his business, he will tend to take more interest in your business and spread the good word to other potential customers.

Follow Up