Let’s finish up our Top 10 suggestions for providing great customer service. If you value your customers and clients as much as I do, you’ll make an effort to implement all 10 ideas. This is one area of your business that can’t be taken lightly.
9. Are you doing business on Mars? Since the answer is ‘no’, then you must have competition. What are you doing to stand out from the pack? Great customer service is essential to retaining customers and attracting new ones. Is there something you can do that no one else can? Differentiate yourself. How about your follow-up? Whether a sale was made or not, if you have a way to reach out and say ‘thank you’, do it. If you’re just like your competition, you’re not giving your customers or clients a reason to only do business with you. And finally, do the unexpected. Nothing leaves a more lasting positive memory than a company that goes above and well beyond the expected.
10. Let me make a suggestion. No, seriously, let me…or rather, let your customers make a suggestion. When you let them know that their opinions matter, they’ll want to give it. And if you respect their feedback and respond to it, you’ll earn their trust and business. At the very least, you’ll learn what areas might need improvement. Give them an easy way to provide constructive criticism, suggestions and, hopefully, praise. And when you implement changes, ask again. And then…ask again. Keep your customers and clients engaged. Above all else…listen to them. You may not agree, but they’re the ones that keep you in business.
Let me know if my suggestions have been helpful.
If you’re interested in a consultation or have questions, please email me at Robert@RobertFinkelstein.com. If you have any comments, please write them below.
Great customer service doesn’t happen over night…literally. It takes a shift in your thinking, values, training, and culture. But if you choose to make the investment in yourself, your employees and business, and understand the importance of this one critical area, it will pay off more than you know. And I don’t mean just in business. Your life itself will change if you place a greater value on those you and your team interact with.
7. What’s in it for them? Wouldn’t it be nice if your business was the talk around the water cooler…and it was all positive? Great customer service should not be measure by whether or not it yielded a sale. Just being helpful, answering a question, and dare I say…providing a service for free…can lead to many more sales and, through word of mouth…a lot more customers.
8. Extra, extra, read all about it! Whatever extra you can provide, goes a long way. There are so many creative things you can do to impress your customers or clients. Think outside the box. At the very least, throw in some coupons to entice repeat business. Product information, samples, discounts, newsletter, workshops…the list is very long. Whatever you do, as inexpensive as it might appear, the little things can go a long way. And always throw in a smile.
Okay, I’m back by popular demand. It’s been a very busy couple of weeks, attending two valuable seminars. Always looking to learn more.
5. Don’t turn a blind eye! I can’t say I personally like dealing with complaints, but they are unfortunately a part of doing business. Some say, “You can’t please everyone all the time.” Basically, that’s true. Sometimes it’s not even your fault. Life just happens and you’re caught in the crossfire. That being said, there’s no excuse for not trying to please every customer every time. Even if one person walks away disappointed or upset, they may, upon future reflection, realize you did make an effort…and that might just be enough to bring them back again.
6. Welcome to Basic Training! There’s no excuse for a poorly trained team. Granted it takes time, resources and there may be a learning curve, but it needs to happen… especially if there’s contact with the public or clients. If you can’t train them yourself, find someone who can. “I don’t know,” can’t be an acceptable answer. Create the training tools, the methods of delivery…and then empower your knowledgeable team to make “customer-pleasing” decisions. It’s essentially to the success of your business. And I suggest you make great customer service a part of the culture.
Let’s continue down the path of better customer service. It’s not rocket science. It’s actually quite easy. It takes patience, some educating and perhaps a shift in the culture of your team. Take a page out of 
3. Go the extra mile. It’s not about asking, “Can I help you?” when a customer walks into your store. What’s the automatic answer to that question. “No, thank you. Just looking.” Give it some thought and come up with a welcome that’s different and more helpful. Try to elicit a “Yes” answer. And don’t just point to where a product is, take the customer there. Whether you’re on the phone or face-to-face, provide more assistance than is expected. When you do, it’ll be noticed. And that leads to more customers.
If there’s one thing in business that we all appreciate, it’s great customer service. It can make such a tremendous impact on our perception of a company. Equally so, one terrible experience can end a business or a consumer relationship. Let’s explore some simple ways of making sure your customer service is always great!
1. Is the customer always right? Not exactly. But what I do recommend is the following: Listen to them. Everyone has their own perspective and you’ve got to respect that. Realize that you can’t please everyone all the time…but you can certainly give it a good effort. Consider how many times you’ve told a customer service representative your whole story only to find out they’re not the right person to be talking to or they weren’t really listening at all. Then you get to repeat it all over again…in hopes that this time your story won’t fall on deaf ears. Frustrating, wouldn’t you say? Bottom line…make an effort. Listen to your customers and try to resolve their problem as best you can.
2. Come on, answer the phone! Since the first automated telephone response system was created, customer service has gone down hill. I called my satellite radio company the other day and it took 20 minutes to get through the 1000 questions they had for me. Then at the 40 minute mark, I finally got a real person. At the 43 minute mark, we got disconnected! So what am I getting at?! Answer the phone!! Look, I understand that some companies are just too big to answer every call live…most companies aren’t. Set up call forwarding, if that helps. You know as well as I do, it’s such a relief when someone answers. Pride yourself on answering within a certain number of rings. If it’s after hours, then I suggest your recorded message promises a call back the next business day. It’s not too much to ask…and it will be greatly appreciated.
It’s been a few days, since my last entry, so I trust you spent some time evaluating your businesses. Are you doing what you need to do in order to save money in your business? Saving in one area will allow you to put that money to other areas…or put it in the bank for a rainy day. Let’s start today looking at Shipping.
1. U.S.P.S. The U.S. Postal Service offers a lot of great value if you know what you need and what to ask them. Check out the various box sizes they have that allow you to ship any weight, as long it fits in the box. They can help you clean up you mailing lists, getting you zip codes + four numbers, bar codes, bulk rates, etc. Their international expedited rates are very competitive as well, but they don’t track door-to-door, as FedEx, UPS, etc. do.
3. If you ship internationally, talk to a rep from each of the major carriers. They will compete for your business and, in my experience, will provide solutions you probably didn’t think of. They get you set up online, with the software and equipment you need.
Over the past week I’ve offer up some money saving solutions that I hope you’re seriously considering. We’ve covered 
1. One of the unavoidable expenses, and for a good reason – it’s necessary! So be prepared, but don’t over do it. Make sure you work with a trusted agent and buy only what you need – not too much and not too little. It will save you money in the long run. Knowing your business and what would be catastrophic is very important. Make sure you’re adequately protected. If something terrible happened, you don’t want to be out of business…permanently.
3. If you’re part of a business or trade association, look into whether or not they offer group insurance. Many do, and this could save you plenty.
I trust you’re finding these ideas helpful. Some of these suggestions, when implemented, will provide immediate savings. Others will yield results over time. Whatever you do, don’t sit back and watch money being thrown away because your business is not being well managed. It’s hard enough making it in the first place. Let’s work on holding on to as much as possible.
1. Buy used furniture, computers and equipment. You can save a ton and not give up any quality. Look in your local Yellow Pages, Craigslist and on eBay for great deals.
4. Another area to look into is free software. Usually, it’s downloadable. It might come with all the bells and whistles, but it might be all you need for your business.
Let’s continue to explore ways to save you money in your business. Thus far, I’ve offered up ideas for staffing, promotions and location. Depending upon your business, different suggestions will resonate more or less with you. Find what makes sense, and give it a try. I’m confident you and your bank account will be grateful you did.
1. Set up your website for less. Even if your pockets are deep, you don’t have to spend money unnecessarily. Check out 
Saving money in this economy is no easy task…although, if you use some of my suggestions, you will definitely keep a few more dollars in your piggy bank. Yesterday, we looked at ways of managing your team, outsourcing, utilizing independent contractors and other solutions. Today, we’re going to tackle two different areas that if managed properly can have a huge impact on saving money in your business.
1. Get referrals. Ask friends and satisfied customers for their help…and it’s free.
1. Make sure you don’t bite off more than you can chew. Lessees are negotiating right now. A lot of properties are going unrented month after month. You should be able to get a very good deal. Don’t accept the asking price.
Behind the Scenes / Virtual COO 