The Heart of Customer Service

Whether your business is a store, a restaurant, or a service provider, the one thing that will keep the customers coming back is good customer service. In a day when businesses must be conscious of costs- it is the one thing that costs nothing.
You know when you have been impressed by the level of customer service someone gave you- it was the person who said they’d order something for you- and did….the person who called back with an answer when they said they would...the waitress that remembered that you like your sandwich without the pickle...the person who suggested an alternative that could save you money. It impressed you- and it didn’t cost a thing!
As business owners, the most important thing we need to do daily is service our customers at a level that exceeds their expectations. It may be staying late or opening early to meet someone’s needs, making an extra effort to find an item, or spending time training your staff to understand the importance of meeting the customer’s needs.
These days, you can’t take anything for granted, especially not your customers! Independent business owners cannot afford to be too busy to take the time to talk to their customers and cannot become complacent about keeping them. Now is the time to value your customers and keep them coming back. Maybe you can start a referral program- offering a discount for a new customer referral, or a customer loyalty program- offering a percentage off one visit after 10 visits. Maybe it is a special that goes out only to customers- not the general public, or a special preview of new items you are carrying that is by invitation only. Put on your thinking caps, and surprise your customers with an exceptional experience!
Have you been the recipient of great customer service? We want to know! Fill out the survey on the blog. (www.wallacechamber.blogspot.com) Look for results in future issues.
Marlane