We are all in the business of customer satisfaction. Everybody makes their living selling something to someone, whether its goods or services. Most of us have many customers, at all levels of business, both inside and outside of the organization we are working in. The ability to accurately identify and satisfy your primary customers is therefore the key ingredient of your success in the world of work. Successful leaders, either in small business or larger organizations, are continually thinking about their customers and how they can please them better than their competitors. As a result, they are constantly finding creative ways to win and keep customers more effectively than others.

It has been proven time and time again that reselling to an existing customer costs less than gaining a new one. I must wonder then, why so many companies don’t put higher customer service standards in place. There are ways to help ensure your business thrives. By implementing these simple customer service tips, you can create a stronger competitive advantage… and a higher likelihood of business success!

1. Don’t focus only on money!

Money will come to you once you manage your business well and satisfy your customers. Create a strategy of serving your customers better than your competitors, then watch the profits roll in.

2. Don’t abandon your customer after the first sale.

If you want repeat business then you need to understand that your first sale was just the beginning of a good sales strategy. The second sale will depend upon how good your products or services were, what value you added. At all times you must provide your customers’ added value, anticipate their needs and follow up with them. Do not neglect following up, staying in front of your customer.

3. Don’t forget to include your customer’s opinion to your strategic decisions.

Get your customers involved. Ask them how they like your services; ask them what else needs to be added to your existing line of services. By doing this you are going to receive some fresh ideas on improving your business, and you will also gain your customer’s loyalty.

4. Improve your customer’s perception. Perception is reality.

The way your customers feel about you is their reality. Make sure you illustrate an image that you want them to have about you. Use customer service in the branding of your business and services so you become unique and special.

5. Communicate frequently with customers.

Your customers need to see your name even after the sale is made. Publish a newsletter, share your successes with them, and announce your products and services. All these are simple but essential tactics in maintaining a satisfied customer. Let your customers know what you do.

6. Give more to your customers than what they actually paid you for.

You don’t have to go overboard to the point of harming your cash flow, but extras do count for maintaining a healthy customer relationship. Find out what your customers’ value- go the extra mile.

7. Take action.

Most business owners have their own ideas about what’s best for their business and their customers. However, seriously consider your customer’s recommendations, too. If you choose to use their suggestion, be sure to let them know.

Be accountable.

In case of complaints you, or the employee that caused the dissatisfaction, should find the solution to your customer’s problem. Make your employee’s or yourself accountable to correcting difficulties.

Don’t carve policies in stone.

There are so many situations that occur during the course of a business day. Keep in mind that special circumstances can, and do, arise frequently. When the situation warrants, be flexible with your company’s policies.

Your best customers are the repeat ones. These are also the ones most likely to bring you referral business. As you look at your customer service strategy, be sure to include flexibility, creativity and the constant adding of valuable services.

Remember that your customers’ success is your success.

(c) 2001 As a coach and consultant, Carole creates an environment where others can openly express their opinions without feeling they will be criticized. A transfer of knowledge, energy and ideas between Carole and client takes place almost by osmosis.
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