The one aspect of running a successful business that should be obvious to everyone is good customer service. But as obvious as it is, how many times have you been subjected to poor or even abysmal customer service? Unfortunately the answer is often. While some business owners may simply not be aware that their actions or attitudes towards their customers are hurting their business, some are outright hostile. For those in the latter category there probably isn’t much hope.
There are many aspects to good customer service. But politeness and fairness are the two primary factors. Even with the best intentions we can falter. We may be having a bad day, either in our business or personal lives, or we may believe that a customer is behaving in a completely unacceptable manner. The answer is simple, although not always easy – grin and bear it! Your customers should never feel any ill temperament on your part.
If you are naturally friendly, then good customer service will come naturally. But there are a few easy rules you can follow. If you are running a storefront, always greet your customers when they walk in. Next, the old adage – the customer is always right – is as true today as it ever was. If there is a complaint, work to make the situation right. Don’t forget to thank your customers for their business. And keep in mind that your behavior will set an example for your employees.
There is also an art to customer service. In my store, Artisan’s Palate, we sell hand-crafted gourmet food items from local artisans. My goal is to educate the consumer about the artisans and products so they appreciate what we are offering. However, not everyone that walks in wants a tour, and the level of engagement can be a fine line. It’s up to me to gauge the customer’s interest and treat them accordingly. If I over-indulge someone who wants to browse, they will become annoyed. If I ignore someone who is truly interested they could walk out.
Thinking about your customer’s experience from their perspective will go a long way towards making them feel welcome and satisfied.