It's not easy being a small business owner, especially when you're competing with bigger fish. Sometimes, it can feel downright impossible. If you're feeling discouraged about the success of your business, remember one thing; it's all about customer service. Quality customer service is something that can be lost on the bigger businesses. To make your small business as successful as it can be, you need to focus on customer service. Here are four strategies you can use to get customers in, and keep them coming back.
Choose the Right Phone Service
When customers call your business, they don't want to get stuck with phone service that doesn't work. They want to get through to you the first time. That's why it's important that you have the right phone service for your business. Multiple lines will avoid those annoying busy signals. Voice prompts will help customers get to the person they need to speak to quicker and easier. Automatic call forwarding will allow customers to reach a representative, even when everyone is away from their desks.
Provide One-on-One Service
If you run a small business, it's important that you provide one-on-one service. One way to do that is to make every customer feels like they matter. Ask for names when you greet a customer. Make sure that you and your employees memorize the names of your loyal customers, and greet them by them. Avoid interruptions when you're interacting with a customer. Interruptions can make a customer feel like they're not important. Providing that one-on-one service may be the difference between a one-time customer, and a customer for life.
Listen to Customer Feedback
Customer feedback is crucial to any business. It's the feedback that will identify potential problems. When you run a small business, make sure you provide a way to receive customer feedback; either through face-to-face conversations, or through post cards that they can fill out. Once you get the feedback, listen to it. See if there are things that you could be doing better. If there are specific customer complaints, work to fix the issue.
Always Follow Up
If you're faced with a customer complaint, and you probably will be at some time, always follow up. Contact the customer to make sure that the problem has been resolved. If it hasn't, ask if there is anything else that can be done to resolve the issue in a positive manner. Taking the time to do a follow up will ensure your customers that their issues matter to you.