Make customer service go from mediocre to marvelous

When you have a small business, your reputation is what drives people to your company. As your business grows and other people start handling your day-to-day duties as well as your customer service, you need to make sure that your employees are setting the same high standards you worked so hard and so long to establish. So what should we do to keep customer service from just being mediocre?

As the owner, you need to be enthusiastic and bring to your office and staff that same dynamic spirit that helped you succeed in the first place. You must know how to treat employees with respect, and you must be able to listen for new ideas and feedback from those representatives who now interact directly with customers and clients, but you can never completely remove yourself from your customers. Do you recognize your regular customers? Do you know them by name? Do you greet them immediately as they enter your business?

The local deli I frequently eat breakfast at before I go to my office is a place that lends special attention to their loyal customers. They have cut out articles in the local newspaper and handed them to me when my son was graduating from high school and was awarded a Pathfinder Award for business achievement. They send out birthday cards and thank you notes. At the end of the year, they often award their best customers with a complimentary breakfast. They share their vacation stories and have listened attentively to mine.

At the end of the day, the best businesses might ask you what you thought of their service or their product. They will want to know how they are doing, because that will likely make the difference when and how often you will come back as a return customer. At the deli, the owners have a short, simple survey customers can fill out. The survey asks what customers like about the place, what they would change, and what they don’t like. Personally, I have no complaints and love starting the day with good food, great coffee, and smiling faces.

photo credit: alancleaver_2000

One Response to “Make customer service go from mediocre to marvelous”

  1. Skye Woodland said:

    May 22, 11 at 10:58 am

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