Quality Customer Service Builds Businesses
Warren Buffett said “it takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently. In the last 10 years, there has been a monumental shift in the way we shop, interact with clients and customers, vendors and suppliers and seek help in a technology driven environment that is mostly non-verbal and without personal contact. Most business-related questions and communications are done via email and there has been a shift in the approach to customer service. As shopping habits and expectations are re-vamped and altered, customer service must adapt to the changing needs.
Growth is good but quality of service and customer satisfaction should continue to grow as well. Customers and clients are the heart of any business and how those customers are treated will affect the success of any business. In an environment where people can and will air their grievances to a social media audience of millions a business will have to go above and beyond to create a higher level of service and productivity. It is important to focus on the quality of service and customer satisfaction.
Be Responsive
Wait time is often the most common point of friction with any customer or client. When there is an extended wait time for answers or follow up, a customer will quickly feel like their business is not important and will quickly air their grievances to anyone who will listen. Keyboard warriors take over and any grievance will often be aired publicly without an opportunity to rectify the matters at hand.
Appreciate Loyal Customers
A loyal customer will be a valuable customer. They will patronize a business they value and will rave about that company and the product. One way to repay those loyal customers is by remembering who they are and the services provided that support their business. Making your customer feel known and appreciated will help increase loyalty and increase visibility. Find creative ways to repay a customer for their dedication to your business and take that opportunity to make your customer feel like a VIP.
Create A Strong Customer Experience
Have an engaging and global customer service relationship. As a business, share any issues that arise with vital members of a customer service team and encourage transparency and efficiency. If an obstacle arises, find ways to implement new strategies to keep the issues from arising again, especially with the same client.
Creating a strong customer experience strategy is key to exceeding customer expectations. By clearly documenting and understanding a companywide approach to executing goals and strategies, the customer experience can be better than expected. A business owner or manager has to be in tune with the needs of the people they serve and be better than expected. Create a knowledge base for team members to utilize to better serve the client. If a business utilizes a website, sometimes it is helpful to share best practices to guide clients into a self-serve environment to save time when connecting verbally with a business. Knowledge is power.
Change Your Customer Service Strategy When Necessary
It is important to know your clientele and sometimes change your strategy to better serve your customer. As the business evolves, adapting to the shifting and constant business demands will help direct your business to your existing clients and set a standard to growing your business. Be a good listener and know that a customer will gravitate more to the feelings and solutions and sometimes a client or customer just wants to be heard and recognized. Make your customers feel important and while they may not be your only focus for the day, for that moment, they are the most important asset to you and your business.
Say Yes When You Can & Exceed Expectations
“Yes, is a powerful and trusting word. If a request is reasonable, comply if you can and stay positive. Focus on what you can do as opposed to what you cannot do and always stand by your word. Build trust with your client base. Sometimes it may be necessary to apologize. It’s easy to apologize and customers like it when they feel like they have won. As a business, being honest and forthcoming will command a greater respect than you imagine.
Always give more than expected and then give the unexpected. As a business, how can you elevate yourself above the competition. Know your customer and how to address them personally as well as how you can serve them better. Sometimes it may be necessary to build a client profile, create a more personalized experience and jot down tips to make the customer experience even stronger.
Customers have high expectations, and the customer-first approach is stronger than ever no matter the industry. Today’s customers know that they can conduct business at any time and the brands to be available at any time as well. Customer service teams have had to adapt and embrace new technology to ensure customers are getting the responses they need even after hours. Customers want convenience and speed. The demand for actions weighs more than just an acknowledgement that the feedback was received. It is important to get feedback from your customer base and welcome suggestions on how you can improve. Understand how you can use client feedback to better serve your customers and make the experience even better.
Be The Example for Your Team
More than anything, set an example for your team to follow. Employees are your internal customers and your front line. When a team is well informed and happy at what they do, they will ultimately transmit that energy to a customer. By creating a positive and solid group of team players who support the goal, a business will thrive, and a team will be willing to serve with confidence and pride.
Customer Service is a Priority at LDG Accounting
At LDG Accounting Services in Gwinnett County, customer service is always a top priority. We listen, learn, and take action for our clients. Feel free to reach out to us to learn more about what makes us so different from the typical
accounting firm. Our team offers expert
accounting services for all types of small businesses.
Contact us today to discuss your accounting needs.
