Customer satisfaction and retention should be one of the most important areas in any small business, yet the tide seems to be turning in the wrong direction.
In all the years that I’ve been around small business I’ve never seen customer service slipping so much. It almost feels like you have to pull teeth to have someone treat you like a human being – let alone speak with a human being or even connect with one.
More and more I see companies letting their customer service slip which ultimately kills customer retention. And then you have those businesses that implement what they call customer relationship management policies and practices that makes you wonder if anyone really understands the customer?
There’s a disconnect and I believe that until the owner or CEO takes a stand and determines that retaining customers is a top priority, then nothing will change. Because customer service shouldn’t be like the price oil and fluctuate all the time.
In order to have customer satisfaction you need satisfied customers and in order to have satisfied customers you need to have whoever is handling the sale understand what your objectives are. And implement the objectives the way you want them, not the way your workers see it.
Time and time again I experience customer service that speaks of people who don’t care.
Is your business like this? Do your staff or outsourced workers understand what customer satisfaction is? Have you defined what customer satisfaction is in your small business and built your business around satisfying your customers? Or is your model a revolving door with ‘one sale sam’ written all over it?
I mean you can be an online business owner with a small enterprise that is up and coming and the great thing is that you can provide better customer service than larger competitors. But you needs to satisfy dose customers. (I know my grammar and spelling are sometimes quirky on purpose) – dot, dot, dot. :0)
So get on the right right track and create a simple plan for your staff to follow and make sure to create an outline for both online and offline. More on this in a future post.
In the book “The Five Love Languages”, acts of service is one of the five areas that the author writes about. This is a secret that you may be able to use in your customer retention strategy.
What you do is during the survey process (and yes you should have one) – ask your new customer what is most important to him or her. Ask specifically and dig deep. Why – because this is how you find out what it is that your customer really wants, needs and desires. Call it survey to success and watch what happens after you do this for a few weeks to a month.
It really works – and customers will respond if you ask genuine questions and offer solutions.
So the ticket to ongoing revenue is to satisfy and retain your customers. Be real, add value and be available.
Stay tuned and glued to this channel and dial in to Secrets of the TIny Store to find out how a little know business from the Puget Sound region of Washington State – rocked the search engines for 6 years straight. And provided good to great customer service for 18 years…