Customer Service = Respect
It is really not hard if we (business owners, sales people, even office staff) remember to treat customers the way we like to be treated. Whether we are on the other side of the counter face to face (F2F), sending e-mails, on the telephone or shopping online, customers expect and deserve respect. If all their needs are met along with an added dose of kindness, they will almost certainly return. And most importantly, they will spread the word.
It is really not hard if we (business owners, sales people, even office staff) remember to treat customers the way we like to be treated. Whether we are on the other side of the counter face to face (F2F), sending e-mails, on the telephone or shopping online, customers expect and deserve respect. If all their needs are met along with an added dose of kindness, they will almost certainly return. And most importantly, they will spread the word.
Example -
TJC Mortgage located in Birmingham, AL is a fine example of customer service. I recently contacted one of their owners regarding refinancing a rental home. After only a few minutes and a couple of questions, owner Chris Carter regretfully explained the reasons against refinancing rental property and suggested that I contact my current mortgage company to assist. He asked that if in the future I remember TJC Mortgage. And, I certainly will.
Customer service is a daily function. You may not believe it, but it does help to smile. I recall reading a few years ago an article that advises those of us in customer service roles on the telephone to look into a mirror to smile as you are conversing. Customers will hear the smile in yur voice, which can help soothe even the most irate caller.
Customer service is a daily function. You may not believe it, but it does help to smile. I recall reading a few years ago an article that advises those of us in customer service roles on the telephone to look into a mirror to smile as you are conversing. Customers will hear the smile in yur voice, which can help soothe even the most irate caller.
We all shop for convenience, ease and speed of purchase(s) or service(s). We also tend to purchase more readily from a known company (brand names also help) that is trustworthy and dependable versus an unknown. A new or smaller company providing consistent, excellent customer service will prove sustainability.
We strive to form a relationship by staying in touch with our customers, which strengthens the business relationship and encourages loyalty. It is important to properly introduce not only our salesperson, but any other customer service representative and delivery personnel. This may take additional organization and teamwork, but our company is then off to a great start. When great service is provided by the 'team', it exponentially increases the chance for referrals.
Depending on your business, have fun coming up with creative ways to show a customer you care about them. A personal follow up phone call, or a hand written note speaks volumes. Use your imagination. Stop by their office with a box of ice cream sandwiches, or a tin of cookies.
Customers choose our business, rather than our business choosing customers. We are available to meet their needs. We must earn their trust in our company, our product and our team family.
