Small businesses trying to build their reputations really need to develop a strong customer service policy to increase referrals and get positive customer reviews. Here are a few simple tips for improving your communication with customers or clients, as outlined in the article “5 Ways Small Businesses Can Boost Their Customer Service”:
1. Quick Turnaround Time
Nothing demonstrates that you are concerned about your customer our clients’ problems more then a quick response, especially if their issue is time-sensitive. Sometimes you might not be able to solve the problem quickly, but even contacting them to let them know that you are working on it and when you hope to have a solution will most likely make them feel pacified and increase their confidence in you.
2. Take Responsibility
If your business made a mistake or something didn’t come out as you planned, be direct and open with the customer, and work quickly to try and fix your mistake or else offer the client an alternative idea or solution. This seems like an obvious strategy, but many businesses make the mistake of ignoring or deflecting their failings, and they pay for it in a poor customer service reputation.
3. Add A Personal Touch
The benefit of being a small business is that you have a closer relationship with a smaller number of clients. Avoid any sort of customer service scripts, and instead remember your clients’ names, and regularly thank them for their business. When responding to their problems, clearly tell them how you will address the problem, when they can expect the resolution, and how much you value their business, well as what in particular you have enjoyed about working with them. Be sure to end these conversations by checking to make sure that you have addressed all of their possible concerns.
4. Go Above and Beyond
It’s important as a small business to go out of your way to make your clients feel valued and to show that you were working hard for them. Really listen to your clients when they have an issue, and let them know that their problems are a priority by consistently communicating with them to let them know what your plan is and give them regular updates. In addition to dealing with regular problems, try to occasionally do a little extra for clients to make sure that they’re satisfied with what you’re doing.
Focusing on good customer service and communication skills is a great way to begin building your reputation as a small business!