Is Your Customer Service Really That Good?

culled from:www.hybridbizadvisors.com

When your customer service exceeds expectations, your sales really flow.  Not surprising, happy customers keep coming back, spend more and tell others.  But what really defines great service – and how do YOU take advantage of this ‘small business’ opportunity?

Creating a great buying experience takes more than simply doing your job.  It’s about making people feel important.  Being helpful and responsive.  Taking responsibility if something goes wrong.  Or simply listening attentively to them.

When it comes to service, small businesses have a major advantage over bigger companies because of your close and local relationship with your customers!  This personal connection makes you more accessible and often customers perceive you as more trustworthy.  And as they say, people do business with people they know and trust!

Knowing what helps define great service, here’s a question to really consider.  Does your business consistently provide customers with a great buying experience – from start to finish?

According to Eleanor Togneri, owner of Business Exsellence, “The customer experience is so simple but often overlooked.  Surveys tell us that 80% of business owners think they offer outstanding service, but only 8% of their customers agree. ”

Wow, big gap.  But it points out something important when it comes to service and satisfaction. By definition, a customer’s satisfaction is the gap between what the customer expects and what he/she gets.  It applies to all areas of the business, including customer service.  And, it transcends over all industries.  Customers do not compare your service levels with others in your industry; they compare it to other companies they do business with!

So here’s three things to consider:

    develop the standards of service you want — what’s important to you?
    train your people to deliver them consistently — yes it helps to hire people who care!
    set the expectations for your customers — and manage those expectations well.

If you are not sure how your service measures up, do a little research.  Pick up the phone and ask your customers to participate in a brief phone survey.  Check out online reviews that are relevant to your business. Implement a mystery shopping program (they are not just for retail establishments). Don’t forget to talk to your team – especially those on the front line!