Why is customer service that big of a deal?
Great customer service works as client support and extremely efficient marketing tool at the same time. Thus, building a mutually beneficial relationship with their clients is one of the most crucial parts of the small business operation, which, in fact, promotes its growth and keeps the entrepreneur occupied. Whether the business is related to producing and/or selling goods, or providing services, it’s always the target audience one has to constantly keep in mind when conducting his business activities.
Working out the most effective promoting tools and strategies for your services and ways of making them more recognizable amongst the potential customers, keeping up with the latest marketing trends designed to drive more customers to your company and make the ones you’ve already got to work with come back to rehire is just as important as connecting with your clients and ensuring the best experience they can get out of working with you.
A satisfied customer who knows that his interests are well-treated, his remarks – taken into the consideration, his quality requests and disappointments – fixed by the highly-qualified and friendly pros, is the best marketing tool small businesses may rely on. This customer will subconsciously spread the word about your business, come back if he needs similar services once again, drawing a flow of orders and revenue to your company. Thus, this is the kind of customer you want to shape by attracting him to your business, providing the best services in the area, as well as after-service support and the highest levels of quality.
These customer service tips will help you deliver the best customer-directed services and leave your customers satisfied with the work you do. And that will consequently result in rising popularity of your entrepreneurship and, hopefully, contribute to your growing income.
Customer service tips for small businesses
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Ensure easy access
Your clients need to be able to get in touch with you whenever they need, especially during the time you’re providing services to them (if it’s not a one-day job) and after you’re finished.
Establish a constantly monitored customer service e-mail box and phone number, set up a FAQ section on your website to get the most asked question answered and avoid excessive calls. This will not only help your customers solve the issues related to your operation but also make your business more reliable and customer-friendly in their eyes. -
Respond to each customer
Every person you’ve worked for deserves your attention, just as the client who wants to hire.
Take your time to listen to people’s feedback, their requests and questions, even if they’re criticizing your execution. Both positive and negative comments have to be addressed in a polite and participative way. -
Develop your social media accounts
Social media is not only an effective free marketing tool, as well as a quick and easy way to reach out to your target audience, keep in touch with your clients, share your thoughts and ideas concerning the project with them, as well as understand what people actually think about your services to make some readjustments.
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Encourage your employees’ participation in customer service
Engaging the entire staff in building trusting cooperation with clients is one of the top pledges of the successful business.
If you’re not a sole provider of your services, it’s rather important to encourage your worker’s desire to deliver best services to your customers and work on the issues as a team. The customers feel the way they’re treated, thus it’s the entire team, but not only the owner, that has to be on top of friendliness and mutual understanding. -
Don’t shut the negative feedback off
It’s rather important to face the criticism and learns your lesson through your own mistakes. Everyone makes them, and it’s the ability to recognize and fix them that definitely forms a positive impression about the service provider.
For instance, if you’re a tile contractor and you misunderstood the pattern your client wanted the bathroom tile to be installed, don’t explain yourself with false excuses. Just admit your mistake and offer a discount or a remake. -
Provide additional opportunities
Who doesn’t like to receive a little bit more than expected? For instance, if you’re a mover or an interior designer, don’t forget to get a personalized move-in gift for your customer once you’re done working with him.
A little discount that won’t harm your revenue, a bonus service that doesn’t take too much time to conduct, a discount for further orders, reference and customer loyalty program participation discounts aren’t that hard to provide.
But, they raise the level of your customer service and boost the respect towards your staff and the work they do. -
Remind your customers to leave reviews
Always remember to let your clients know how valuable their opinion is. Point out that you’d like to be accountable for your work. Don’t be too shy to ask your customers to post their after-service reviews on your personal website, on their personal social media accounts, on your profile on HireRush.com (create one if you haven’t already) to be able to enhance your credibility for the sake of gaining more clients and orders.
