When you’re running a business, it can be difficult to find the time to take care of all the responsibilities that come with being self-employed. One of these many responsibilities is making sure everyone who has bought something from your company feels satisfied and appreciated.
Fortunately, this isn’t too much work when you have a solid customer service plan in place. A well-thought-out plan will help ensure that not only are your customers happy, but they’ll continue buying from you rather than the competition.
Luckily for you, this plan can easily be drafted with just a few small changes to how you normally do things in your company.
How to Improve Your Small Business’ customer Service
Here are 30 ways in which you can improve your customer service plan:
1) Greeting customers as they come into your shop (even if you’re busy).
2) Thanking customers for their business even after the purchase has been made.
3) Sending your customers an email thank you for a message once they’ve received their order.
4) Connecting with your clientele on social media.
5) Providing the best quality of service possible, regardless of who it is (or how they look).
6) Finding out what your customers like and don’t like about your company. Don’t be afraid to ask them for advice or criticism.
7) Notifying your clients about any company changes.
8) Offering discounts for referrals. You can even offer a percentage off their next order or free shipping if they refer three of their friends. This is a great way to get more business out of people who are happy with your company, you’ll feel good about rewarding them because it’s cost-free marketing for you, and the customers will be thrilled because they’re getting something back. Win-win-win!
9) Always try your best to remain in contact with every client that orders from you no matter what. Even if someone does not buy anything from you, there is always the possibility that they could tell their friends about the awesome experience they had purchasing from your company. emails and special offers can help you gain their business in the future.
10) Reward customers who provide feedback on your company. Give them a discount coupon, free shipping or just let them know that you appreciate their input and will definitely take it into consideration for the future.
11) Providing an online community where people can connect with others about your products and offer advice. This is extremely helpful for those who want additional information before they make a purchase from you as well as those who already have and are wondering what’s good to buy next (or even which sizes/colors might sell quickly). You should also allow participants to ask questions that can be answered by fellow shoppers as well as coming up with polls regarding popular items among other things.
12) Taking a proactive approach to providing customer service. This means always going above and beyond for your customers even when you think they don’t need it.
13) Make sure that any information your company posts online is consistent across all platforms (no typos).
14) Being as transparent as possible about company policies, return or refund rules, etc. This way customers know exactly what to expect from the moment they make an order from you, no surprises. If something happens and a policy has to be changed at the last minute, let them know as soon as possible so there are no hard feelings resulting from feeling cheated by a change in policy that was not made clear at first.
15) Take time out of each day to thank the people who are helping to make your business a success. You should especially thank those employees who are on the front lines facing customers every day.
16) Always be open to questions, concerns, or any other problems that may arise regarding orders before they escalate. By taking care of them quickly you will inspire customer loyalty and never have to worry about your clients feeling as though you don’t care about their experience with your company or that they cannot come to you if something goes wrong.
17) Notifying customers immediately when an order is delayed (and why). This way there’s no guessing game as to what’s going on with their purchase – allow them the opportunity to change their minds without feeling hesitant since it seems like more unknowns are constantly popping up.
18) Remaining positive at all times – this is a good rule for everything in life because it’s so contagious, but especially when your business experiences any sort of challenges. It can be extremely discouraging to hire someone and think they’re going to work out only to realize you made a mistake or that they just don’t mesh with your company well enough (even if the problem is not their fault). Keep an open mind and try not to assume anything: everyone makes mistakes sometimes and you might just discover something unique about them that could change the way you look at certain things.
19) Noticing ways your company could improve from each visit by a customer as well as those who don’t make purchases from you.
20) Sending a handwritten thank you note to those who have supported you.
21) Listening to the problems your customers tell you about.
22) Noticing when a problem can be solved on the spot and doing it for them.
23) Assigning an employee to a new customer as they enter your store rather than leaving them unattended or talking amongst themselves.
24) Offering more help to a customer who seems overwhelmed with what you have available.
25) Let your customers know when you get new products in stock that might be of interest to them.
26) Inviting customers back by giving them discounts or free merchandise if they spend a certain amount of money on their next purchase (if applicable).
27) Making sure that all staff members follow the same policies and procedures when dealing with customers.
28) Letting your customers know that you will help them to the best of your ability, and apologizing if it isn’t possible.