Articles - Customer Service
Dealing with Customer Complaints
Even if you offer outstanding products and services, you will get an occasional customer complaint or refund request. Mistakes happen and, to paraphrase a famous quotation, you can’t please all of the people all of the time. Getting a complaint now and then isn’t a measure of your business. How you respond to that complaint is.
Keeping Customers
Most marketing efforts are aimed at getting new customers. What are you doing to keep the customers you already have?
Personal Attention
Today’s customers expect—demand—more personal attention from the companies that want their business.
The Power of Thank You
Do you thank your customers? Saying thank you to someone who helps to keep you in business seems like Business 101, but it is surprising to me how often I do not hear the words, “Thank you.”
Creating Customer Communities
Do you serve a group of customers who could benefit from getting to know each other? Could you also benefit from bringing them together?
Don’t Solve Problems, Prevent Them
How much time do you spend every day solving problems and “putting out fires”? Could you put that time to better use, such as doing things to serve your clients, attract new clients or expand your business?
Respect Your Customers’ Time
One of the best ways you can show respect for clients and others is by respecting their time. Time is in limited supply for all of us, so don’t waste theirs–or yours.
Avoid Credit Card Chargebacks
The credit card chargeback is the bane of the online merchant’s existence. Although any credit card charge may be disputed, it is more likely that customers will forget the details of a purchase they made online. When the charge shows up on their credit card statement, they may dispute the charge just because they do not remember making the purchase.
Your Business Telephone Image
Your customers’ first impression of your business may be formed over the telephone. What image do you project?
Make Customers Feel Special
We all like to think that we are, at least in some way, special. After all, as we were growing up, Mom must have told us thousands of times how special we were, right? If you make your customers feel special, they will feel good about doing business with you.
Knowing When to Shut Up
Many people tell me that they have trouble talking to others about their businesses. But many more people have the problem of knowing when to stop. We’re probably all guilty of this now and then--I know I catch myself sometimes--but if it’s a habit it is costing you customers.
It’s a Sale!
Everyone loves to get a bargain, and that includes your customers. Offering special pricing for a limited time can be a way to get them to take action and buy.
Fixing Mistakes
Do you ever make mistakes? How about your employees? Assuming that all of you are human, chances are that sometimes you screw up. The measure of great customer service is not that customers never have a problem. It is how those problems are handled when they occur.
Expanding Your Product Line
You do not have to find new customers to make more money. One way to increase revenues and profits is to increase the average amount of each sale you make to your customers.
How Likable Are You?
People buy from people they like. That seems obvious, doesn’t it? When people have a choice of where to take their business (as they usually do) they will choose to spend their money with the company or person that makes them feel good.
Overcoming Objections Before They are Raised
Overcoming customer objections is key to making sales. A good salesperson is prepared to handle customer objections as they arise. A great salesperson anticipates customer objections and defuses them even before they can be raised.
More Revenue, More Profits, Not Necessarily More Customers
Attracting new customers is one way to help your cashflow. However, you may be able to increase both revenues and profits without a lot of new customers.
“How Am I Doing?”
Former New York City mayor Ed Koch was famous for asking, “How am I doing?” The question let his customers–the voters of New York–know that he was interested in their opinions, and that he valued their feedback. Do you regularly ask your customers how you are doing?
Marketing On Hold
What do your customers hear when they are put on hold?
A Little Something Extra
We’ve all heard the expression, “under promise and over deliver.” It means that giving customers more than they expect is a way to increase satisfaction and loyalty.
Just the FAQs
Do your customers ask many of the same questions? Do you and your staff spend time on the phone answering the same questions, over and over? Giving your customers access to Frequently Asked Questions (FAQs) at your Web site can save time and money and increase customer satisfaction. FAQs can also lead to increased sales. After all, if a customer is confused or doesn’t have enough information to make a positive buy decision, they will say no. FAQs give them the answers they need.
The Power of the Personal Touch
Most customers appreciate a personal touch in their business dealings. Provide it, and they will love doing business with you.
Time Is Money–to Your Customers and to You
Will your customers spend more money if it saves them time?
Choose Your Customers Wisely
In my office, there is a sign that says, “Do not try to teach a pig to dance. It doesn’t work, and it annoys the pig.” That is a reminder to me that there are some customers that are not good for my business. Trying to work with them will be frustrating for both of us.
Who They Gonna Call?
Make sure you are ready for a potential customer asking for references by contacting several customers before you are asked to provide those references.
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