Five Tips to Improve Service

Having repeat customers is essential to many businesses, and the key to keep customers coming back is to provide them with great service. Here are five ideas to rate your business’s savvy when it comes to serving customers well.

1. Make a great first impression.

When customers make a purchase from you, make them feel great about it by sending them a series of welcoming and onboarding emails. Congratulate them on the purchase, let them know how to get the most out of their new purchase, and encourage them to connect with you on social media and your mailing list. Thank them for their business.

1. Measure response time.

How fast do you answer prospect and customer questions? Social media has changed the game. Customers who reach out via social media platforms, their phones, chat, or messaging apps expect an immediate answer.  Facebook even gives a badge to businesses who respond quickly and consistently.

Not only do businesses need to monitor messages coming in from a record number of places – email, phone, web forms, chat, social media, and more – they need to respond faster than ever.

Without measuring your response time, it’s hard to know how you’re doing, so putting measures in place is the first step to improving this customer service metric.

1. Publish clear policies.

Good service starts with setting clear expectations. Before a customer buys from you, they should be able to know what your return policy is in case something goes wrong. Some of the policies that should clearly be published online as well as at all customer-facing business locations include:

• Returns policy: If the product or service is not as expected, can the customer obtain a refund? Is there a re-stocking fee?  What about shipping?  Cash back vs. store credit?
• Shipping policy: Most people expect free shipping these days. They will want to know what it costs and how long will it take to get the item.
• Terms of service: Are there any limitations to the product? Or legal items that need to be communicated?
• Privacy policy: All customers will be giving you private data. They will want to know if it’s secure, if you share it with anyone, and if you are compliant with laws like GDPR (Europe), the CAN-SPAM act (US), or CASL (Canada).

1. Encourage feedback.

Your best ideas for new products and services can come from your existing customers. Ask for feedback by sending satisfaction surveys and requests for testimonials and reviews. Read what they have to say about your service so that you can make improvements as needed. Respond and thank them for the feedback

1. Check your ego at the door.

As small business owners, sometimes we need to be humble, especially when things go wrong. Be generous with apologies; it will go a long way toward improving relations. If you’re at fault, admit it and make it right.  Even if you’re “right,” find a way to explain so that they feel good about you and your business.

Delivering great customer service can be a huge competitive advantage for your business. How does your business stack up against these five ideas?  Try them, and watch your business grow.