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Taking care of your customers is always a must in the minds of successful
small business owners. But sometimes it’s not so easy to know if you’re actually
doing a good job with it. What does it mean to have a good customer service
plan? Do you have a plan at all? Here are some ways you can make sure you’re
keeping your customers happy and building a good future for your business:
Make customer service a daily must. Attending to your
customers should be on your daily to-do list, right along with ordering supplies
and returning e-mails. Regular thank-you notes or phone calls just to “check in”
go a long way in making a good impression and keeping customers coming back for
more.
Keep communication lines open. Being honest with the state
of a customer’s account is crucial. If you find out there are delays in delivery
or a problem with an order, communicate this with your customer immediately.
Even if it’s bad news, your customer will respect your promptness and
honesty.
Increase your response rate. Responding to your clients in a
prompt fashion is vital, whether it’s to an e-mail or phone call. When you speak
with your customer on the phone, make sure you are focused and not distracted by
outside forces. If you don’t have time to have a conversation, at least let them
know you got their message and will be calling them back at a better time. Make
sure you are accessible to them, and when they express concerns or ask
questions, hear them out and let them know you’ve heard them.
Show appreciation. There are hundreds of ways to express
customer appreciation. Maybe it’s through an annual open house, monthly
giveaways or periodic breakfast meetings, let your customers know they are
appreciated. They’ll remember it when placing their orders or renewing
contracts.
Seek feedback. Check in with your customers to see how well
you’re doing your job. You can ask them informally over the phone, or have a
feedback questionnaire made up and sent to all your customers. Whatever the
method, make sure you’re keeping tabs on the things you do well and the areas in
which you can improve. And remember, your weakest areas also provide possible
opportunities for new products or services.
By keeping these customer tips in mind you can strengthen your relationships.
Pleasing your customers is a win-win situation: your customer’s feel
appreciated, and you will most likely end up with more clients and a better
bottom line. | 
