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Business Success Starts and Ends with Good Customer Service |
When customers come in a store they expect to be helped out especially when they are in a hurry. When they don’t get the service they expect, they leave as fast as they can without intentions of coming back. With so many stores both online and offline these days, they can easily look for another store that will satisfy their needs.
Customers are always looking for the best service. Because they will be investing their hard-earned money on the company, they expect to get the best service in return. In today’s highly electronic market, business focus has shifted from being market-centric to being customer-centric. With the marketplace highly saturated these days, a business’ best chance to stand out and succeed is by taking care of their customers.
Good customer service doesn’t end and start with contact in the store. It actually starts way before the person goes to the store and makes a purchase and ends long after the sale is closed. The first contact is often the most critical. This is often done in print by sending high quality greeting cards or postcards to make the initial contact or online through social media or email. How the first contact is done will reflect on the first impression people get of the company. The first impression is crucial so the company has to work hard for it.
When the prospective customer is impressed, the next stage will be the inquiry. The customer will likely call, email, or personally go to the store. Even if there is no intention to buy yet, good customer service should already be extended to the prospective customer. After all, how can the customer be swayed to buy when the salesperson doesn’t extend courtesy to the prospect? Instead of being encouraged, the customer will lose interest on the company.
If the inquiry was responded at once and with courtesy, the sale will come in next. When dealing with customers personally, utmost care should be provided. This is where the good customer service the company has been bragging about will be put to test. To ensure that customers don’t leave the store dissatisfied, there are certain practices that should be done:
• Smile. Customers want a greeting and a smile when they enter a store. They want to be assured that they will be handled by lively and accommodating sales staff and not by grumpy ones. A simple smile will set the mood for the entire shopping experience.
• Take time to walk the customers to the products they are looking for. Don’t just send them to a certain aisle of shelf. Walk with them.
• Ask questions. Rather than deal with complaints after the sale, ask questions right there and then if they have questions or they need clarifications.
Hopefully, when the customer walks out of the store he will be satisfied and motivated be come back again.
However, customer service doesn’t end when the customer leaves. If loyalty and repeat purchases are desired, the company should extend the service long after the sale is done. For instance, greeting cards can be sent to show the customer that the company remembers them. With more and more printing sites offering low cost greeting card printing these days, they can be produced even on a tight budget. Eventually, the simply gesture will promote loyalty and repeat business.
So remember, good customer service starts before the first meeting and transcends through the final sale. If that is done well, the business will stay successful for a long time.
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