When you are looking to becoming a great small business, you need to think about how you can capitalize the fact that you are different from what bigger businesses have to offer. Many small businesses decide to present themselves as being larger than they are, and this tends to be a mistake. You cannot offer the variety and some of the deals that a bigger business can offer, but what you can offer is great customer service that is very customized. If you are looking for a way to provide great customer service as a smaller business, there are a few things that you should think about and keep in mind.
The first thing to think about is how you have set it up so that your customers can talk to you. One frustrating thing that big business will do is make it hard to get in touch with them on a personal level; customers have to go through three or four layers of machines and emails before they get to talk to someone real. Make sure that you yourself are personally accessible on a regular basis. While an email is a great place to start, don't let it end there.
Be sure to check your email as often as you can, at least twice daily. With email, people expect quick turnaround; don't disappoint them. Being responsive to customer email will keep your customers happy and your reputation good. It bears repeating. Check your email often and respond as quickly as you can while trying to give a personal touch to your communication with customers.
In this vein, make your number available to customers, and actually answer it when they call. Answering your line promptly will let your customers know how important they are to you; they see you as an actual person who listens to their concerns and answers their questions rather than just as an abstracted name on the letterhead, or in an email. Having your number, and being able to speak to you personally means a lot to your customers. Neglect this tip at your own peril.
Finally, after your dealings with your customer have been complete, give them a call a little bit further down the line and ask them how the product or service is working out for them. Ask them if there is anything further that you can do, and whether or not the product needs any tweaking. This is a great way to figure out what you are doing right with your product and what needs to be changed. This is also a great way to make sure that your customer remembers you favorably after the transaction has been completed.
Your ability to communicate is very important, especially if you are a small business, so take some time to really make it a part of your standard operating procedure!
Article Source: http://www.orbitaloc.com/
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