Without customers, you’d find yourself out of business in no time at all. For this reason, a dedication to customer service is an absolute must.
Last month, we shared a variety of small business tips to help you hit the ground running in 2018. This time around, we’re going to focus solely on customer service. More specifically, the types of mistakes you need to avoid at all costs.
Let’s get started!
1. Escalating a Disagreement
Regardless of your industry and reputation, there will be times when you have a disagreement with a customer. This is bound to happen every now and again.
It’s best to live by the mantra “the customer is always right.” Even if you don’t agree with them, there’s never a good time to escalate a disagreement into something more serious.
By calming the customer down, you can then discuss the best possible resolution.
2. A Long Wait Time
How long does it take you to answer the phone when a customer calls? How long does it take to respond to a customer email? Are you in the habit of putting callers on hold for an extended period of time?
Good customer service means providing service in a timely manner. If someone calls, answer the phone as quickly as possible. If you receive an email during business hours, don’t wait until the next day to respond.
For many businesses, fast service is the difference between success and failure.
3. Ignoring Feedback
As a small business owner, get into the habit of digesting every bit of feedback you receive – both good and bad.
You may not be able to accommodate every customer request, but the feedback you receive will give you a clear idea of how your business is perceived by your target audience.
Ignoring feedback can (and probably will) impact your ability to grow your business.
Final Thoughts
Even if you’ve made these customer service mistakes in the past, you don’t have to continue the trend in the future. You need to avoid these mistakes in 2018 (and beyond)!
For more insights on marketing strategy that actually works for small business, subscribe to the FreshLime Newsletter here. Connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. And last of all, if any of these tips have helped you or if you have anything to add please comment below. We’d love to hear from you!