Customer service is the cornerstone of any small business. With so many small businesses as members of the GBCC, it is a good idea to address how important customer service is for several compelling reasons:
- Building Customer Loyalty: Many small businesses find new clients through word-of-mouth referrals. They also need clients to keep coming back. Exceptional customer service helps to create satisfied customers. These clients not only come back for more purchases but may also become major referral sources.
- Competing with Large Companies: So often these days, large companies seem to really care much less about customer service while small businesses rely heavily upon it. One way to level the playing field is to be attentive to all the needs of your clients.
- Customer Retention: While always looking for new clients, keeping the ones you have is of the utmost importance. Getting new clients can cost you, whether it be money or time. However, holding onto existing clients is usually much easier. Simply keeping in touch and letting clients know you are thinking about them could be the difference between someone staying with your business or moving on to your competition. Hand-written notes like a birthday or anniversary card let clients know they are remembered. An occasional phone call just to check in is another way you can show you care.
- Brand Reputation: In the age of social media and online reviews, a single negative customer service experience can spread rapidly and seriously hurt the business’s reputation. Conversely, positive experiences can boost the brand’s image and generate positive word-of-mouth. The best outcome is when a client posts on their social media about how great your business is. This is called user-generated content and is often worth more than paid ads.
- Understanding Client Needs: Effective customer service involves actively listening to clients’ concerns, feedback and suggestions. Get valuable insights into what clients want, allowing the business to adapt and improve its products or services to better serve them.
- Resolving Issues Quickly: Problems and issues will come up from time to time, but how a business handles them can make a huge difference. Promptly addressing consumer complaints and resolving issues can often turn dissatisfied clients into loyal advocates.
- Increasing Customer Lifetime Value: Satisfied consumers are more likely to make additional purchases and become repeat buyers. By nurturing relationships with clients through excellent service, small businesses can increase the lifetime value of each individual client.
- Upselling and Cross-Selling Opportunities: Happy clients are more open to upselling and cross-selling offers. They trust the business and believe in the value it provides. This can lead to increased revenue per client.
- Staying Agile and Adaptable: Small businesses can have the advantage of being more agile and flexible than larger enterprises. This extends to customer service, where they can quickly respond to client inquiries and adapt to changing consumer needs.
- Fostering a Positive Company Culture: Concentrating on clients fosters a positive company culture where employees feel motivated and fulfilled. This, in turn, leads to better staff morale and increased productivity.
In conclusion, exceptional customer service is the lifeline of every small business in our chamber and everywhere else. It can make a significant impact on growth, reputation and overall success in the current marketplace which is quite competitive. Investing in customer service and prioritizing the client experience can yield long-term benefits and ensure the business thrives.
Holli Friedland is a freelance writer, graphic artist and social media maven. She is a board member of the Chamber. Reach her via email or her website, www.socialsquids.com.