Holiday shopping season is just around the corner, but any time of year can have a busy season that puts a strain on customer service. So we asked nine leading small business experts for their best busy-season customer service tips to help make the season both enjoyable and productive.
Empower Frontline Staff for Quick Decisions
During our busiest season, the tactic that’s really transformed our customer service approach is empowering frontline staff to make quick decisions without waiting for approvals. It sounds easy; however, it’s a game-changer. Instead of bogging down the process with layers of approvals, we give our customer-provider team the autonomy to resolve issues on the spot, as long as the cost is within a preset limit. This makes the interaction faster and far more satisfying for customers.
One tip I’d give to others is this: trust your team’s judgment. Often, businesses are reluctant to empower employees because they fear mistakes. But what we’ve learned is that the occasional misstep is far outweighed by the benefits of quick resolutions and happy customers. Customers value speed and attention more than perfection. Plus, the trust you place in your team boosts their confidence and improves morale, which shines through in their interactions.
In short, during peak times, efficiency is king. Empower your customer service reps to make decisions and solve problems immediately. Your customers will appreciate the speedy action, and your team will appreciate the trust. This one move has not only improved our customer service but also reduced burnout among employees by simplifying the process.
Raviraj Hegde, SVP of Growth & Sales, Donorbox
Create a Robust Self-Service Knowledge Base
I understand the unique challenges small-business leaders face during peak seasons. One key tactic that has greatly enhanced our customer-service management is the implementation of a robust self-service knowledge base. By creating an easily accessible repository of FAQs, guides, and video tutorials, we empower our customers to find solutions independently, reducing the volume of inquiries during our busiest times.
This approach not only streamlines our customer-support operations but also fosters a sense of ownership and satisfaction among our clients. They appreciate being able to resolve issues quickly on their own, which in turn alleviates pressure on our team.
My tip for fellow small-business leaders is to invest time in understanding common customer pain points during peak periods. Use surveys or feedback tools to gather insights. This allows you to proactively address potential issues before they escalate. Remember, a little preparation goes a long way in ensuring a smooth and successful busy season!
Babu Jayaram, Head of Customer Success, Qualaroo
Hire Interns for Extra Workloads
You know we’re gearing up for one of our busiest phases when our internship calendar begins to fill up! I’ve always found hiring interns a great way to handle extra workloads. They bring in new energy, are eager to learn, and go about it quickly. Enthusiastically, they take on even the mundane, and prove to be just the people we need when our main workforce needs to concentrate on critical bits of the customer-service structure. It’s a win-win situation for everyone involved—we successfully navigate the rush, and by the end of it, our interns pick up valuable lessons, insights, and experiences only an all-hands-on-deck customer-service environment could provide.
Stanley Anto, Founder, BrandWorx Digital
Categorize Inquiries Based on Urgency
Managing customer service becomes critical for our business at the start of the year. This time period is our peak season since many people focus on health and wellness after New Year’s. We categorize inquiries based on urgency and complexity, allowing us to efficiently allocate our resources. For example, our first-tier support team handles common questions about product use. Meanwhile, more complex issues are escalated to our sleep specialists. This approach ensures that every customer receives appropriate attention while maintaining overall efficiency.
A tip I’d offer to other small business leaders is to leverage technology but don’t underestimate the power of personalization. We use an AI-powered chatbot to handle initial inquiries and provide quick answers to frequently asked questions, which reduces the load on our human support team. However, we always ensure that customers have an easy option to connect with a real person if needed. This combination has been crucial in maintaining strong customer relationships even during our busiest periods.
Benjamin Smith, Co-Founder, Nose Gym
Utilize Live-Scheduling Mechanism
During busy seasons for our home exterior services business, customer service requires both scalable technology and human interaction. We’ve rolled out one really special technique where we utilize a live-scheduling mechanism that is changing in real-time based on job duration and complexity. The software not only presets the jobs but also auto-schedules jobs when conditions vary (weather delays, jobs finished before deadlines, etc.). It instantly informs customers by text and email, which is how they will know what time service will come or when it won’t, without them having to call us.
My biggest piece of advice for other small business owners is: be more transparent, automating communication at times of high activity. Automation-friendly, real-time tracking tools give customers more control and make them less nervous about their projects. It minimizes the number of inbound inquiries, letting your team deliver high-quality service instead of handling sales calls. This preemptive communication helps to ensure customer satisfaction and retention, even when your team is at its most active.
Tyler Hull, Owner and General Manager, Modern Exterior
Adopt an All-Hands-On-Deck Approach
During the busiest seasons, customer service can make or break a small business. One tactic that has proven invaluable is the “all-hands-on-deck” approach. As a business owner, especially in the early days, it’s important not to shy away from getting personally involved. Being hands-on not only helps manage the workload, but also adds a personal touch that customers truly appreciate. When customers know they’re speaking directly to the owner or someone in leadership, it builds trust and strengthens relationships.
One key tip I’d offer to other small business leaders is to communicate openly with your clients, especially when things go wrong. If there’s ever a service failure or product shortcoming, addressing the issue head-on and offering a sincere apology goes a long way. In fact, don’t hesitate to provide full refunds when necessary—it may seem costly in the moment, but the goodwill generated can often lead to long-term loyalty.
Additionally, plan ahead by setting up clear communication channels, offering proactive updates on order statuses, and ensuring all team members are equipped to handle our busy-season customer service with empathy and efficiency.
Suyash Shreekant, Co-Founder, DictaAI
Implement a Robust Scheduling System
During our busiest season, I focus on maintaining clear and consistent communication with our customers. Implementing a robust scheduling system has been a game-changer, allowing us to efficiently allocate our resources and ensure timely installations. This system helps us keep track of appointments, manage our team’s workload, and avoid overbooking, which reduces stress for both our staff and our clients. I ensure that our customer-service team is well-prepared to handle inquiries promptly, providing timely updates and addressing any concerns that arise.
One tactic that has greatly contributed to our success is offering extended support hours during peak times. This flexibility allows us to accommodate more customers and respond to their needs quickly, enhancing their overall experience. My tip to other small-business leaders is to invest in tools and systems that streamline operations and improve communication, as these are crucial for managing high demand without compromising service quality. By prioritizing organization and responsiveness, we have been able to maintain high customer satisfaction and continue growing even during our busiest periods.
Phill Stevens, Founder & CEO, Avail Solar
Slow Down to Speed Up
I’ve learned that exceptional customer service is the key to thriving during our busiest seasons. However, the tactic that’s been most effective for us is one that often surprises other business leaders.
Our secret? We slow down to speed up.
During our busiest periods, like the lead-up to Christmas, it’s tempting to rush customer interactions in an attempt to serve more people. But we’ve found that the opposite approach yields better results for busy-season customer service:
- We encourage our team to take the time needed to fully understand each customer’s unique needs and provide thoughtful, personalized recommendations.
- We prioritize thoroughness over speed in our responses, ensuring that we’re addressing all aspects of a customer’s question or concern.
- We build in extra buffer time for orders and shipping to account for the increased volume, setting realistic expectations from the start.
A powerful example: Last holiday season, we received an email from a customer who was struggling to choose the right RC car for their child. Rather than sending a quick, generic response, one of our team members took the time to ask about the child’s age, experience level, and interests.
Based on that information, they were able to recommend specific models and accessories that ended up being the perfect fit. The customer was thrilled not only with the products but with the level of care and attention they received.
The result? A lifelong customer and brand advocate.
By slowing down and fully engaging with each customer, we’re able to create meaningful connections and experiences that set us apart, even during the busiest of times.
My tip to other small business leaders: Resist the urge to rush. Invest the time to truly understand and serve each customer, and you’ll reap the rewards in loyalty and positive word-of-mouth.
Hamish McRitchie, Co-Founder & Director, Hobbies Direct
Centralize Customer Service Operations
Concentrating all customer service operations in one place is the most time-saving and powerful tactic for managing customer service during peak seasons. Use a centralized customer relationship management (CRM) system to track conversations. If all team members can access the same information, they can assist any customer efficiently, even if they didn’t initiate the first conversation or speak a different language.
We use automation tools to handle common queries. Set up auto-responses for frequently asked questions or create chatbot systems to answer simple requests. This frees up time to focus on more complex issues. A quick daily meet-up can help address ongoing issues, share insights, and adjust strategies based on the current influx of inquiries. Leverage your reporting tools to analyze customer service performance. Identify patterns in customer feedback and service delays, and use that data to improve efficiency. Personalize interactions as much as possible, but keep it automated to save time.
For example, acknowledge past interactions or purchases and show that you are aware of the customer’s history with your business. This can create a sense of loyalty and improve satisfaction, even during hectic times when you don’t have the capacity to solve the problem right away. The tip I would give is instead of using the best tool for each and everything, use one tool that can do almost everything in one place. It saves a ton of time that you can use to help your customers.
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