The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful.
Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs.
After all the money is spent, the seminars are attended and advice books read, what’s left? Nothing more then real-world actionable “standards of a successful business” that are applicable to any industry.
Here are my…
6 Customer Service Facts for Every Business
“I recognize that my paycheck comes from the customers who buy my product or service. ”
We are here to serve the customer and to ensure their needs, wants and desires are taken care of. If not, they will take their business elsewhere. When we forget that our salary is contingent upon the customer spending their money in our business we shouldn’t be surprised when we are out of a job.
“I make sure that I warmly greet every customer AND fellow employee I come in contact with.”
A warm and sincere greeting sets the tone of all the interactions to come. You can’t expect to start off a customer interaction without putting your best foot, and smile, first. I explain more in my Customer Experience Hamburger Podcast. Listen here.
“I know I can’t win an argument with an angry customer, so I don’t argue, I just find a solution.”
This should come as no surprise to anyone but sadly, it must be discussed. The customer may not always be right but we must allow them to think they are. A customer is not concerned about what WE need or WHY we couldn’t do something for them. They are only concerned about what THEY want and why you may have failed them. That is reasonable, no?
Find out what they desire and do all you can to make it happen…and do it fast!
“I never let my customers leave without asking if there is anything else I may do for them.”
A customer, especially one new to your business, may not be aware of all the products or services you provide. Ask fact-finding questions throughout your interaction to determine their needs, then finish with one final offer of assistance.
“I leave my personal problems outside my door. ”
My customers are not concerned about my problems, just their own, and how I can fix them. A true professional is one who masks their concerns so they may address those of their customer.
“I will do what is “in the best interest of my customers” and I will show this in all my actions.”
We spend untold time in meetings discussing budgets, payroll, costs of goods, marketing fees, etc. These topics take the lion’s share of the day-to-day focus of a business. But each meeting must end with a sincere discussion of how our decisions affect the overall customer experience.
Do you have any more “Customer Service Facts”?