Customer Service Tips for a Small Business
A Home Business Article Contributed by Philippe Nicolitch
What are the Basics of Customer Service I Need to Implement in My Small Business?
Small business owners are often too busy concentrating on the production that they often pay less attention to customer service, which is the most important factor in the success of a small business.
Basic Service Customers Expect from Your Small Business
Gone are the days when customers would walk-into a small business operation, chose what they needed, paid, left and came back a few days later for more. Taking a store as an example, let's go through the basic service you need to provide: Greet, Ask, Observe, Listen, Provide, Follow-up, Thank.
Customers like to be greeted when walking into a store. Not in an obnoxious repetitive 'according-to-the-corporate-hand-book' kind of way. Welcome customers to your store like you would welcome good acquaintances to your house. Give them the feeling that you are happy to see them. Be sincere!
Ask if they need assistance. Some people like to get some help immediately from the sales staff, others like to browse through first.
Observe their behavior. Body language is very interesting to observe among customers. Observe the way they walk around the store and you will get an idea of their personality and their current mood: happy, stressed, in a hurry, sad, worried, etc. Respond accordingly. In other words don't make a rushed customer wait, but do chat with someone who has plenty of time.
Listen to them. Ask the necessary questions to help them better. Clarify their request. Make sure you really understand what they are looking for.
Provide as much information as you have. If you don't know the answer don't make it up. Say you are going to find out and get back to them.
Follow-up. Small business owners are often too busy with a hectic daily operation that they don't have time to get back to their customers and give them the information they need. This may be a quote, some extra information about a product you sell, a follow-up on a damaged article, etc.
Thank all your customers for visiting your store, whether they bought something or not. Some people may just walk around to get some ideas for gifts and may well come back later with a long shopping list.
With this kind of outstanding customer service you will certainly go a step above and beyond what larger corporation can offer. This is why customer will come back to your small business!
More in-Depth Customer Service for Small Business
The overall attitude of you and your staff is key to outstanding small business customer service. Be friendly but don't over-do it! Consider investing in a customer service training program for your sales team. These courses teach how to greet the guest, how to lead the sale process so the customer is geared towards buying something, and close each inquiry on the firm sale.
Ask your customers for their opinion if you are really willing to listen and implement their suggestions in your small business.
