This could be the year that you increase sales in your small business with better customer service but you need to know what not to do so in today’s post I decided to share some of my customer service experiences that may give you some insight.
This is part one in a series about how to increase sales in your small business.
During the past year I seemed to have run into a rash of customer service issues with products and services that I purchased. Call it what you may, when it rains it can sometimes pour, and it poured quite often in my neck of the woods in the areas of customer service and brand loyalty.
There’s an old adage – “You Get What You Pay for.” And personally I have found this to be so true when it comes to most commodity based items big or small.
Here are some real live examples, (with the names of the companies removed), that show what not to do and how companies are really blowing opportunities when it comes to customer service and increasing sales.
How to Lose Customers and Lower Sales
Above the Ground Pool – The top of the line pool itself is decent quality, but finding certain readily available replacement parts for this manufacturer’s pumps and filters is like pulling teeth from a cat after it gets out of the bathtub! Add to this the simple fact that service is non-existent even if you want to pay for it. So much for saving money and doing it myself. 🙁
Top Car Manufacturer – It’s not every day that one buys a new or used car and this last year we went through the process of buying a new vehicle from a local dealer versus over the Internet. The bottom line is that even though this automobile brand has built a great brand based on quality vehicles, the car buying process is still the same and it sure doesn’t look like it’s changing anytime soon.
It’s the same old bologna and issues with integrity. Too many different stories.
In the end, the vehicle we purchased from the local dealer is ok, but I must say the attention to certain details was lost along the way, the door edge guards are still not installed properly and my back will never be happy while in this vehicle.
Will we go back to this brand? Maybe – but it will be online and working every angle to save money.
Could better customer service have increased sales in this local business? For sure. I would have upgraded the vehicle and sang their praises.
Now let’s take a look at a small consumer item.
Sunglasses Company – A search for Some Protection from the Sun.
I never knew that buying a pair of prescription name brand sunglasses was going to be such a chore! After searching high and low for a licensed retailer I decided to call the sunglasses company directly and left a message for their director of sales and marketing, who never bothered to return my call. So I called again and left a message for the person who oversaw the state I reside in, and finally received a return telephone call but with no results.
I was doing everything I could to buy from this company but they just didn’t care. To them I was only one customer looking for a pair of quality prescription sunglasses.
At the end of the day I ended up using a pair of existing non-prescription frames I owned and then purchased non-brand polarized lenses with mirror coating.
The local small business optical store lost the sale and a brand loyal customer. The manufacturer lost a long time loyal customer and any chance of my returning to their camp.
How to Increase Sales in Your Small Business
The bottom line…If you want to increase sales in your small business just provide good customer service along with returning phone calls and responding to emails. After all, it’s not that difficult to satisfy the average consumer, especially if he or she is in the market for your product, service or information.
– Be Professional and friendly
– Go the Extra Mile
– Ask Questions and Survey Your Customers
In the second part of this series on how to increase sales in your small business I’ll share the other side of the coin and what I consider great customer service from a veteran retailer who went above and beyond.
Stay tuned for more on this topic.