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7 SIMPLE TIPS FOR BOOSTING YOUR CUSTOMER SERVICE
It was a great week for customer service. Twice in one day, I (Lisa) was floored by a few very small ... but significant ... gestures. The first was at the Shell station. When I requested a fill-up, the attendant promptly got out his squeegee and cleaned my windshield.
I can't even remember the last time I got that kind of service at the gas pump (1982?). When I thanked the attendant (and expressed my amazement), he simply replied that he's "old school" and believes in good customer service.
Next stop: the car wash. While paying for my vehicle's bath, I requested change for a dollar so I could use the vacuum ... at which point the cashier informed me I got a free vacuum with my car-wash purchase. Joy! Now I only saved a buck, but I appreciated the offer (and doubled my tip!).
Yes, these are small courtesies. But they made a big impact on me and are precisely the types of things that enhance customer satisfaction, create loyalty, and give you a leg up on your competitors.
What are you doing to show clients you care?
If you're a little rusty in the customer-service department, here are seven simple ideas to get you rolling:
1) Send handwritten thank-you notes after a purchase, referral, or prospect meeting. This old-fashioned, pen-to-paper routine does wonders and shows you care.
2) Reward loyal customers with special offers, discounts, coupons, or reward programs. I love that my dry cleaner has a frequent-buyer program and that my Mastercard enabled me to redeem points for a couple of Bose Wave radios. Then there's the art framer who provides picture hangers with every picture she frames. How simple (and cool) is that?
3) Get personal by acknowledging important life events, like weddings, births, birthdays, promotions, etc. We heard about one financial advisor who sends birthday cards containing a dollar bill with the greeting, "Wishing you a prosperous year." That has much more appeal than a generic postcard that says "Happy Holidays from Your Local Real Estate Agent."
4) Make it a snap to do business with you by accepting credit cards. Though we Turtles initially shirked at the idea (who wants to pay credit-card fees?), the benefit to our business has been undeniable. People often buy more if they can charge it (and delay payment in the process and accrue airline miles), and it could easily make or break a sale.
Example: While shopping for gifts at a craft show last fall, I approached the vendor with an armload of jewelry, expecting to pay with a credit card. When he said "cash only," I was surprised, and he was outta luck: With only five dollars in my wallet (as usual), I couldn't make the purchase, and he missed out on a big sale.
5) Offer value-added services at no charge, such as a phone consultation, e-mail follow-up, special report, etc. Say you install new software ... why not offer a free hour-long tutoring session? After giving a seminar, provide complimentary e-mail advice for a week. When clients buy a product or service, send them a free bonus report. Be creative!
6) Go above and beyond. We got wind of a car dealership that cleans your car inside and out after servicing it. Then there's the apartment complex that washes tenants' cars every week (for free). And what about the store manager who doesn't just tell you which aisle the antacid is in, he leads you to the item?
7) Of course, there's nothing better than getting a live person on the phone when you place a call. I recently left my doctor's practice, because I got tired of the endless phone tree and long waits while being told "your call is very important to us." Yeah, right! If the office is so busy his staff can't answer the phone, then I'll take my business (and body) elsewhere.
Good customer service is an essential part of marketing. If you need fresh ideas for this or any other aspect of self promotion, contact us today for a free, one-hour consultation.
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