Customer Service is always a good idea!
As Sam Walton, founder of WalMart, put it, “There is only one boss. The customer! And, he [the customer] can fire everybody in the company from the chairman on down, simply by spending his money elsewhere.”
Great customer service begins with courtesy. Notice when you are the customer how you are greeted and welcomed to a place of business. Many of my clients and colleagues comment that simple courtesy during a transaction would go a long way. Courtesy shows up in the form of a greeting, sincerity in offering help, listening, paying attention. And a “thank you for your business” is always nice to hear.
On the other hand, a missing “good morning,” or “welcome, how may we be of service,” leaves a customer to wonder if their business is a disturbance rather than an appreciated event. When clerks or sales people continue their private interchange and conversation rather than promptly focusing on an arriving customer, that’s a clear message, and definitely not a good one. When this happens to you, what’s your reaction? Does it make you happy?
And, a favorite pet peeve of mine is hearing, “no problem” at the end of a transaction. I want to ask, “Oh, was I a problem?” When did “no problem” become a substitute for “thank you”?
It’s the little things that send your customers elsewhere to spend their money. Pay attention to the basics to create customer loyalty or your customers might decide to fire you!
We’re celebrating National Customer Service week (October 4th – 8th). Celebrate your customers. They are what keeps you in business!