Excellent Customer Service or Nothing

Do you remember the last time you had an unpleasant experience with a service or product? Maybe the service or product failed to live up to the sales pitch; perhaps the company concerned failed to answer your emails or phone calls.

Maybe they failed to do what they said they would; or they gave you the good old ‘run-around’ when you called to ask a question or report a problem? Any or all of these issues revolve around one thing and one thing only – terrible customer service! And when there’s a lack of customer service it’s usually caused by a lack of customer focus.

According to eMarketer, customer service is one of the key aspects that will affect a sale,  and it’s especially true for smaller businesses. So why so many of these business have lost sight of who they’re in business to serve. Strangely, the old saying ‘The customer is always right’ has gone out the window and many businesses seem to be either bored or bothered by their customers.

It’s a difficult situation to come to grips with, because it just doesn’t make any sense. Why don’t they realize that without these customers they don’t have a business! They’ll eventually make no money, they’re doors will close, and they’ll be bankrupt. And it’s all so easy to prevent.

Perhaps it’s just arrogance; a feeling of superiority over the customer. Whatever the reason, it doesn’t work. Your customers are the reason you’re still in business, and your job is to serve your customers to the best of your ability.

If you have an unhappy or upset customer it’s your job to find out why they feel this way and use that information to improve on your service, or your product.

Yes, we all know there are difficult customers out there and sometimes there’s just no pleasing them, but the fact remains that without these customers you have no business. (if you need to learn how to deal with difficult customer, click here)

Many times client complaints uncover problems or issues that can be improved upon, so always be available to listen to your customers.

Make the decision today to treat all your customers well, because we know that great customer service is the cheapest and best marketing tool available. Of course really great customer service delivers over and above expectations, and that’s when your business will be rewarded.

Happy, satisfied clients are those people who will be happy to refer you; however the opposite is also true. Disappoint or let a customer down; fail to deliver on your promises; or ignore a customer or their complaint and you can be sure that they will be telling all their family and friends about you and your business.

It’s true that disgruntled customers are more likely to spread the word than happy customers are, so when you give bad customer service you do so at your own peril. Providing great customer service is so easy to do: just be aware, and make it your priority.