Are you finding it hard to do additional business with some of your current suppliers? Or do you feel the service you are receiving is downright poor?
Recently I have been struggling with bad service from some of our suppliers. One would think that a company would be happy to assist an existing client to buy more services therefore enhancing the “Average Revenue Per User / Client” (ARPU). However, the red tape, delayed responses and broken promises has led me to wonder if they really want additional business at all.
In an excessively competitive market, I find it ironic that some companies do not add the appropriate sense of worth to their customer service strategies. Lowering prices isn’t enough to get your company standing out from the rest. You need to put a focussed, consistent and ever-improving customer service plan in place. Within a small business environment, a great product coupled with exceptional service is vital for its survival; hence the topic of my last newsletter about “Is the Brand Dead?”
Through providing excellent service to your clients, you not only encourage loyalty from them going forward but can also be certain of future referrals.
Here are five fail proof tips to improve your business’ customer service:
- Do it now
Enforce a timely attitude when it comes to your clients and prospective clients. Ensure that all calls and emails to your company are answered and issues tended to as soon as possible. (I do admit that this is not always possible but at least try);
- Do it properly
Do not make promises you won’t be able to keep. Although it is best to tend to a client’s request without delay, don’t rush the result. Rather schedule a time during the next few hours when you will be able to assist them;
- Train your staff
If you are able to employ staff make sure they feel the same way you do about customer service. Educate them on the best manner of working with clients irrespective of how difficult the clients may be;
- Reward loyalty
Show your gratitude towards a regular client with a discounted service, freebie or an invite to a company affair. Giving financial rewards isn’t always possible but showing gratitude to your clients through making them feel special and appreciated costs nothing; and
- Communicate
Finally, yet importantly send your clients regular information about any new product or service you might have. You can improve your customer service drastically through implementing e-mail or SMS marketing. Personal e-mail newsletters are a great way of sending customers promotional material or reminding them of all your other services. A perfect example is this fortnightly newsletter using MyListManager.
Make sure your clients know that you not only want their business but also value it tremendously.
