Customer Service

Happy New Year everyone. You might recall that there was a recession in 2009! So, as a coach I was working with many of my clients on how to do business in a down economy.

Here’s an example of someone who has mastered the art of customer service. Jennifer, a real estate agent, is has high self-esteem and practices good self-care, so she is able to be both genuine and generous with others. She received a request for help from Ted, who is known in the business community of their town. Ted’s elderly mother, with limited resources and on a fixed income, was relocating to their town. Ted asked Jennifer to assist her in finding a place to live. Jennifer took her to see several low cost apartments, even took her out to lunch, although she knew there would not be a large commission. Ultimately she recommended that they look in a specific development on their own, in which they purchased, and she received no commission. As a result, her reputation in the community has soared and when Ted put his house on the market Jennifer was the agent.

Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer and in their turn become, repeat customers.

In a down economy, let them know that you’re aware of the tough economy and that you’re making your business a sensible place to patronize more then ever before. And give excellent customer service by doing the following:
1- Under promise and over deliver
I think that if you were going to focus on one area of customer service to strengthen this would be the one. It’s very powerful. Just think about it in terms of yourself. If I promise delivery to you on a Wednesday, what are your reactions to getting the product delivered on Tuesday, Wednesday or Thursday? Wednesday is good, the customer sees you as reliable and might come back, Thursday, not so good, you didn’t keep your word, and the customer is disappointed and might consider using another provider, but Tuesday is a wow. Delivery a day early is something a customer will remember and tell their friends about.

2-Answer your phone
What a delight to get a human being on the other end, especially a polite and happy human being. If it’s not you answering the phone get a good receptionist or a virtual assistant or have your phone forward your calls to your cell phone. And if you have a receptionist, make sure he or she is good. A rude receptionist is far worse than an answering machine

3-Respond immediately
People lose business by not getting back to customers as soon as possible. A quick response means you provide good service and that you care about your customer. Remember, people don’t care what you know until they know that you care.

4-Listen to your customers
Don’t you hate working with people who don’t listen to you? So, listen. Your customer is your most valuable source of information on how you’re doing and how to keep and get customers. Listening also communicates respect and caring.

5-Take the blame
You are in business to make money, not to have your ego stroked. The experience of having someone say I’m sorry, I’ll fix it is an experience that leads to super satisfied customers and customers who will refer people to you.

6-Throw in something extra
Who doesn’t love something for nothing? Free shipping is one of my favorite things. Added value is guaranteed to create repeat business.

7-Take the extra step
This is another very effective way of communicating that you value your customer and helps you to stand out from the rest. I’m so pleased when I can’t find something in a store and the staff walks me offer to product instead of just telling me where to go.


8-Ask for referrals
Don’t expect your customer to read you mind. Let them know that you hoped that liked your product or service and that you appreciate referrals. Follow up with a thank you.

I’d love to hear about your experience with getting and giving good or bad customer service, so please send me an email. And if you’re looking for a great value, check out my workshop series for 2010, Grow Yourself/Grow Your Business: http://tinyurl.com/yj3fenh.