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Maintaining Customer Service 
After a customer service relationship has been established, there are steps to maintain it, just as you would work to maintain a friendship.

We find it important to keep in touch with clients after a sale is complete, by having a team member follow up. It can take the relationship a step higher, which makes a client even more comfortable. Depending on the type of business, it is sometimes fun to create new ways to show a customer we care about them. At a minimum, a follow up telephone call or a personal hand written note will remind them you care. 

Asking the delivery person to provide a customer service survey will allow a client to express their feelings when they might not otherwise.  If there is a complaint, that is the perfect time to provide even better customer service by exhibiting patience while listening to any complaint and quickly resolving it. Always check back with a customer to confirm their satisfaction with the resolution. Even if they don’t acknowledge it at the time, they will remember your concern.

Be proud of and advertise your customer service. Ask for referrals and be sure to post any testimonials you receive to your website or blog. You will want your prospective clients to have access to these and this will make them easy to find.  Source One Record Management recently provided us a list of references with contact numbers up front and encouraged us to make the calls. They wanted us to hear firsthand the magnitude of their willingness to please their customers.

On the flip side, there may be a day when you encounter an unhappy or rude customer. Always remain calm and pleasant. The two words “I understand” are a great start to a resolution. They may not acknowledge it at first, but they will remember your courtesy later and share with someone else. It will be harder for them to remain upset when you are working to defuse and resolve an issue.

You can also add a customer survey to your online site or shopping cart. Restaurants can make surveys available on the table while brick and mortar companies can host contests in an effort to get surveys completed. Then, post the results!

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.

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.

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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.

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.

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.

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One of the first lessons learned would be, the customer is always right! This may sound extreme and not always appropriate, but it goes a long way toward customer service. We all need happy and returning customers to prosper no matter the nature of our business. A good rule to remember is to always put yourself in your customer’s shoes.

A positive first impression is a friendly voice on an answered call or a smile in person. When we are knowledgeable and clients know we enjoy sharing information with them, answering their questions and solving problems, a relationship is built. We enjoy meeting new customers, and being allowed to work with them. 

Being genuine and getting to know our customers will build a relationship. This will assist in remembering names and information that will reassure them that we are truly interested. As everyone tends to be so busy and preoccupied, we find our clients appreciate an employee taking the time to learn their name, discover their needs and let them know we genuinely care. We assure them that our staff is trained and knowledgeable. If they have a question, we have the tools and resources to find it quickly. Our clients are always a priority.

Example:

NEX21 Partners recently had an opportunity to explore storage options when we no longer met the minimum charges with the company currently providing this service to us. We had to look elsewhere and contacted Stacey Elliott, owner at Source One Records Management, Inc. Stacey has called, emailed, and answered question after question. And, Greg, their warehouse manager, has called to introduce himself and to offer assistance. Just this morning, an email with questions was returned with answers within five minutes. Their response was accompanied with a pleasant note as well. Extra effort will go miles and miles with customer service as Source One Records Management's team responded quickly, they are friendly and above all they are consistent when explaining the services they offer. They have truly gone above and beyond.

Our goal is for a customer to be an acting part of our business.  Just as we are courteous to visitors in our home, we welcome clients into our business. We show them in, make them feel right at home, and anxious to return. We remember that a customer is choosing our service or product. Clients will feel so welcome that they will be excited to contact us again, as well as share their experience with others.