sized business, is one of the most effective ways to build and sustain a competitive advantage. Yet when it comes tobusiness, there is, arguably, even more at stake. When you’re small, every disappointed customer is, potentially, a disaster, and every delighted customer has the potential to provide your business with the most important marketing you could ever receive.
So let’s dig in. Because I know you’re busy and likely have multiple fires to put out all around you, I’m going to limit this to a bullet-point format.You can’t have great customer service until you make this essential decision: Are you going to put the customer at the center of everything you do professionally, including how you schedule your time, how you design and refine your processes, how you select new employees and how you nurture the ones you have.
. Make sure your apologies are real apologies, like “I’m so sorry we fell down on the job this time,” and not fakey fake apologies like, “I’m sorry if you feel that way.” . Customer service training is essential for every single employee . In my experience, in-person training is best, but you can also supplement that live training with video/digital training8. A sustaining ritual is necessary to keep customer service alive.
I suggest the approach that I call the Customer Service Minute: a very brief huddle at the start of every shift, where all employees go over a single principle of customer service. Have a different employee lead it every time , so that your employees not only
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A typical business rarely hears from dissatisfied customers. They just leave. CX
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