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The do's and don'ts for customer care for your small business.When you look at the do's and don'ts of customer care for your small business, you rill find that the key is customer service. Customer service and customer care are 2 key elements for success in your business. There is a natural tendency to spend most of the owner and staff's time and resources on keeping your major spending key customers happy, and to ignore the smaller ones. Perhaps no one is going after new ones at all. The weakness is evident if a major buyer finds a new source of supply, or gives his or her contracts to someone else etc.
Richard F Gershon, author of note, gives some basic reasons why companies loose customers. - 68% are upset with the treatment they received These numbers come from a book entitled "Keeping Customers for Life". Two thirds (2/3) leave because of the way they were treated. This percentage alone should be high enough to convince small business owners and staff to zero in on the customer and treat them very well. Perhaps expensive equipment, custom printing, a top priced or prime location is not as necessary as giving customers a extra little bit of professional, polite attention to see the fruits of your labor in repeat sales, returning customers, and a higher profit. Your customer service shapes the satisfaction level of every action you have with your customers. This customer service policy involves more than the idea that service is giving customers what they want. There will be times when you cannot do this. Most of the time there are many more aspects. Included are some additional ideas to consider: 1. Communicate: 2. Customer Service: 3. Employee Loyalty: 4. Employee Training: 5. Customer Incentives: 6. Product Awareness: 7. Reliability: 8. Be Flexible: 9. People over Technology: 10. Know Their Names: Since it costs much more money to get a new customer than to maintain a good working relationship with an existing one, your efforts toward building customer loyalty will certainly payoff. This is what you need to know about the do's and don'ts of customer care for your small business. |
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