Setting the StageThe startup environment is one in which feathers are flying and those involved are in perpetual motion (both mentally and physically). Often, in the course of developing products and/or services, chasing down funding and looking for those first precious customers, the concept of a customer service organization falls way behind the back burner. And, while staffing this function and fully equipping it with all of the bells and whistles that are available to customer service organizations may not be the best move in these early stages, it is never too early to build the foundation for this vital function.There are few, if any, entrepreneurs who would actively and knowingly reject the concept of customer service. Of course, everyone knows how important the customer is - right? Well, yes and no. While the idea of providing good customer service seems like an obvious one at any stage of a company's life, the actual delivery of great service takes much more than just a … [Read more...] about It’s Never Too Early for Customer Service
Smart customer service
Customer Service is not as simple as students may surmise, but that does not mean that any business cannot at least improve upon their customer service. I suppose there is a book out there somewhere called; Customer Service 4 Smarties, as there are hundreds of books on smart customer service strategies. And if you want to improve your customer service skills and you think you are a dumb dumb then let me offer a few tips on things you can do to make your current customer service even better.1.) Talk to your customers ask them what they like or do not like. Ask them how you can improve. After all your customers know what they want in good customer service so why not ask them?2.) Implement a Secret Shopper program and have a friend or acquaintance be a pretend shopper and then have them assess your business when you are not there and fill out a questionnaire.3.) Put yourself in your customers shoes and consider what they are seeing when they do business with you. Imagine their … [Read more...] about Customer Service 4 Smarty Pants Business Owners
If you are a struggling small store owner fighting for customers in the face of stiff competition then, for goodness sake, concentrate on customer service! This is one area of your offer where you need spend no (or very little) money to get it right. You are dealing with your fellow human beings who are willing to hand over some hard earned cash for your products, so treat them with respect.Disrespect"Of course I treat customers with respect", is what many shopkeepers will say. No you do not, or at least many of you do not. I know from personal experience, and so do thousands of others, that customers in shops are often treated as an inconvenience. They get in the way. They ask awkward questions. Sometimes they buy things and then complain. Worst still, others do not buy anything and still complain. Some customers treat your shop like a meeting place, others just buy one newspaper a week and nothing else. Some of you might say: "look, I do complain about customers, but never on the … [Read more...] about The Small Retailer’s Survival Guide – Part 4 – Customer Service
If you are in the mobile auto detailing business you know that customer service is one of your top priorities and you also know that you expect to get referrals and continued word-of-mouth advertising that it is crucial. Often people consider mobile auto detailers and even mobile car washers as second rate to a carwash facilities or an actual detail shop.It is interesting that people consider this in that carwashes generally do not give very good service and lack quality and auto-detailing shops do not go to the customer and can never make up for that level of service no matter how hard they try. Nevertheless the customer perception is the way that it is and to overcome this you must blow the customer away in customer service and exceed their expectations.Customer service in a mobile auto detailing business is paramount. There are many things you can do to show your customers that you care about customer service and that they are happy with your work. I recommend putting a small card … [Read more...] about Customer Service in a Mobile Auto Detailing Business
I was reading in the Winnipeg Free Press (my local paper) about a woman who was a passenger in a Unicity taxi cab. The woman had pre-paid her fare to the tune of $25.00. Nine dollars into the cab ride, the cab got into an accident.The woman was injured and unable to complete her trip. She asked for a refund of at least $16.00. The balance left on her pre-payment.You would think the cab company would bend over backwards to accommodate the woman, but no; they refused to give her a refund. This kind of customer service attitude is REALLY DUMB on the part of Unicity and it's bad for business. Their refusal will cost them a lot more than $16.00.First the story made the Free Press so thousands of people are going to read about the incident and Unicity Taxi will get a lot of bad publicity and lose business.Secondly I'm writing about it to the 1500 subscribers to my Newsletters. And I'm going to post it at my web site. More bad publicity and some people will definitely talk about it to … [Read more...] about How Would You Handle This Customer Service Issue?