I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.
As technology keeps advancing, the gap between in-person customer service and the online customer experience is closing. While there is still no substitute for the personal experience that comes from dealing with another human being, some websites are employing very personalized tactics.
In a recent interview, I was asked questions about why the leaders of a company in the “C-Suite” should focus on customer service. While the customer service vision may start in the C-Suite, everyone must own the responsibility.
Recognized as one of the greatest basketball players to ever play the game, Earvin “Magic” Johnson is also successful in business, perhaps even more so. He is known for guiding typical suburban businesses into urban America.
Want to find more opportunities to shine? Don’t just look for problems or wait for emergencies—make it a point to give customers a little more of your time. Customers who receive extra will go away feeling that you are a hero.
Striving to take your business to the next level of success? Perhaps it’s time to refocus. Stop worrying so much about the sale, and just take care of the customer. Whether the customer is buying right now or not, if you deliver the best service you can, eventually the sale will come.
Social media is a great customer service tool that is rarely used to its full potential. While companies may monitor sites such as Facebook and Twitter to know what customers are saying about them, they don’t often take full advantage of those sites to deliver value-added content.
To be truly effective, customer service must permeate the culture of a company. It is everyone’s job. Hire the right people for the job—selling and serving the customer—and train and motivate them to engage with each customer to provide an amazing customer service experience.
Small Biz Club is the premier destination for small business owners and entrepreneurs. To succeed in business, you have to constantly learn about new things, evaluate what you’re doing, and look for ways to improve—that’s what we’re here to help you do.