Grow Your Family Business Through
Good Customer Service
Family businesses are sewn into the very fabric of the USA and have roots that stretch back to the beginning of the 20th century. Regardless of the challenges faced by families working together, good customer service is key to success and longevity. Stats tell us that only 5% of businesses offer excellent customer service, yet 68% leave a merchant because of a perceived indifference. Follow these easy steps to grow business through good customer service and your family business will continue for many generations.
1. Make a good first impression – Monitor your company’s phone manners and in person attitude. Show that you are glad to see customers.
2. Follow up – Return phone calls in a timely manner, follow up after a problem, and pay attention to details.
3. Treat your co-workers as valued customers. Whatever service they receive internally will seep out to your customers.
4. Have systems in place for customers – Have pens handy where people can use them – don’t chain them down, have phone numbers of vendors available if needed, include operating hours on after hour phone messages.
5. Listen to customer complaints – Find a way to resolve any problem.
6. Help customers get what they want – If there is a discount be sure to give it without a coupon if need be.
7. Calculate the cost of customers – It costs much more to acquire a new customer than to retain one about to walk out the door. Show gratitude, send hand written thank you notes.
8. Communicate – Give an upset customer the benefit of the doubt. Keep promises
9. Provide value added service – Give your staff permission to go the extra mile.
10. Polish phone skills – avoid voicemail and simultaneous conversations.
11. Reinforce your message through your tone of voice and gestures – 55% of any face message is body language, 38% is tone of voice (over the phone 87% is tone of voice)
12. Develop of sense of urgency – When you have a sense of urgency, people trust you.
