12 TIPS for great customer service

Oh boy, I thought this was a great topic because customer service is the cornerstone of any business. How else does one survive? A great company with poor customer service will not. That's why customer service matters!

We all know that providing great customer service is the key to building lasting relationships with our customers. Our reputations are directly proportional to their level of satisfaction. Even a very sophisticated marketing plan cannot be effective if the “word on the street” is riddled with complaints. Because of that, we must never forget that each member of our customer base is a unique individual who expects to be treated with professionalism and care.

With that in mind, here are a dozen tips that will help each of your customers feel like #1!

1. First impressions mean a lot. Whether you meet a potential customer through email, on the phone or in person, your attitude and tone will either draw a person closer to you or cause him or her to be guarded. A positive attitude is indispensable. a) If you are responding to an email, be courteous, informative and responsive. b) If you are having a phone conversation, smile even though you can’t be seen. It can be felt, believe me! c) If you are meeting someone in person, maintain eye contact and be optimistic throughout the conversation. Body language is a powerful tool. Focus. Smile. Don’t ever underestimate the “feel-good” factor.

2. Respond to all communications within 24 hours even if it is a response (not an auto-response) indicating that you have received the message and will be in touch shortly. You don’t have to have the answer within those 24 hours, but you should always respond.

3. Learn about a customer’s needs through active listening. This means that you do not make assumptions, you do not interrupt and you ask them open ended questions.  (i.e.: what is costing you the most time or money?) Take the time to “hear” rather than just listen and then clarify when you do not fully understand. Get into practice of summarizing and repeating what you have heard. Take notes. Some feel that taking notes is not appropriate, but I feel it’s perfectly acceptable as it helps to re-confirm what you heard and allows you to ask further questions to clarify comments. This can also help you to practice forward thinking of other ways that you can help.

4. Once you understand a customer’s needs, provide several approaches to fulfilling them so that your customer feels some measure of autonomy. Remember that he or she wants to feel that you are providing individualized attention. Review your notes immediately following a meeting or conversation. You may think that you will remember everything…but even the smallest detail could be important. Also, send them a thank you note with two business cards, one to keep and one to give.

5. Be thoroughly knowledgeable about your products or services. If you can’t answer a customer’s question, don’t fudge it! Just indicate that you will check into it and will let them know that you will follow up with an answer as soon as possible. Ask for his or her communication preferences and respect those preferences.

6. When you agree on a deadline (whether it is a product or a service), do every thing you can to deliver before their deadline! Always try to exceed expectations in terms of quality and timeliness. If you cannot meet their deadline, contact them right away, be apologetic and address it with a solution. This is also the case should you have to deliver bad news. Contact them right away and offer a solution. Things happen and although it’s not their preferred outcome, your efforts to accept responsibility and respond timely will be respected.

7. Get to know your customers personally. Ask about their families. Talk about the weather, their favorite team, their hobbies…anything to let them know that you care about them. When you ask them, make a record of those details so you can use it (for instance, send a birthday card).

8. After you have established a trusting relationship with your customers and have inspired confidence, continue to relate to them with active listening. Set up reminders on your calendar to check in with them. Once you understand their business goals, you will begin to anticipate their needs so that they will always feel ahead of the curve… and they’ll think of you as a go-to person. When appropriate, ask them if they will give you a testimonial that you can place on your website.

9. Never say “no.” Work with the attitude that there is always a solution. Even if don’t have the resources to fill a particular need, don’t hesitate to provide referrals to partners. Remember that referrals can generate some great two-way alliances. Establish those referrals early so you can contact an already warm connections. Partnerships and networking peers are extremely helpful

10. Thank your customers for their business sincerely and often.  Customers thrive on being appreciated! Offer customer appreciation discounts at your company anniversary date or the date they contracted with you. Ask them if they would be willing to participate in occasional surveys to help improve your services/products.

11. Make sure that your professional work habits are sound. Do not allow yourself to procrastinate or perform without a plan of action. Learn and practice effective priority management skills and always use goals with deadlines.

12. And finally…in order for you to take care of your customers, you should also take care of yourself. Be sure to schedule time off for relaxation, family and friends; give yourself permission to restore your energy so that you can project a “can-do” persona to your customers. The next time a customer asks a courtesy question like, “How are you?” you will be able to reply, “Great!” and then set the tone for a great conversation.

BONUS TIP: Treat your employees well too because they are the front line to your customers. So... service starts within and penetrates out! Say thank you! Show appreciation with a surprise perk to maintain good morale.

Treating your customers & employees with care and thoughtfulness will bring you repeat business and a positive reputation…post these tips where you can see them every day!!  What helpful tips should we have added to this list? Please share!