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Customer Service Comes First

March 31, 2011

The way to gain a good reputation,
is to endeavor to be what you desire to appear.

SOCRATES

I was reading Robin’s book Mom Entrepreneur Extraordinaire because let’s face it mommies do it all and I thought I could learn a thing or two…or 50 from these successful collaboration of business owning mothers. One topic stood out to me, customer service, and I feel it is imperative for all businesses to establish this element of their business.  It’s the lifeblood of your company. It’s the way to keep long term customer loyalty and build relationships.  Thrive works hard with their clients to help spread their message and establish their brand but if the people walking through the doors don’t have a pleasant experience they won’t return.

One of the authors of this book, Sheri Cockrell, gives recommendations for a unique edge in customer service. A good task to do is answer each of these recommendations with what your business does for each of these. If don’t have an answer for one or two this is a good area to focus on. Make it a goal to have answers to each of these recommendations. This will help you and your team providing excellent service to establish a long term relationship which ensures a long term business.

  • Up your service excellence. Go a step beyond what your competition offers. This pertains to any industry you may be in.  
  • Never promise what you can’t deliver. In our business we never will promise the client that their advertising will bring in X number of new business because that is out of our control. What we can promise is that we will put together a strategic strong advertising campaign with the resources that we have.
  • Develop creative ways to give personal one on one service to your customers or clients.
  • Give 100% focus on the task at hand. To give your client the best service possible focus on each client separately to avoid chaos.
  • Never say “I don’t know.” Instead say “I am not sure. I will find out and get back to you.” This let’s your customer know that you are going to find them a solution to their problem or question. Just make sure to actually find them a solution and get back to them quickly.
  • Never say “if” or “maybe.” These words can lead to confusion and mistrust. Instead say, “I will,” “I can” or even “I cannot.”
  • Don’t ever use foul or demeaning language in front of a client or customer. You don’t know their beliefs or opinions.
  • Learn what type of personality your client or customer has. Is your client a relationship, analytical, expressive, etc. type person? This way you can communicate more effectively with them. Ex: If you are heading to a meeting with your analytical client you can make sure to prepare with information and reports to back up your proposal.
  • Make sure you and your teams are on the same page when it comes to customer service. You want your client or customer to have the same pleasant experience no matter who they talk to within your business.

If you want more information check out the book Mom Entrepreneur Extraordinaire written by several successful mothers in the Seattle area.

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