Customer Relationship Management

Best practices for customer relationship management

It’s often said that every customer is special and should be treated as such. This is especially true for small business owners, for whom a single customer can mean the difference between financial success and bankruptcy.

If you forget to treat your customers right, you’ll find you quickly go from small business owner to bankruptcy court. Conversely, if you make customer service a top priority, you may find that your small business quickly grows into a big business.

Here are a few tips for improving your customer service skills:

• Believe in your product or service. It won’t matter how gracious and respectful you are if you don’t have a quality product or unique service to sell to your customers. You want to keep them coming back for more, so make sure they always get their money’s worth.
• Be polite. This tip should probably go without saying, but the truth is that many small business owners forget to say words like “please” and “thank-you” when dealing with customers. Simple manners go a long way to keeping customers happy.
• Be empathetic. You don’t have to agree with what your customers think, but it’s important to let them know you understand where they’re coming from. Try saying things like “I can certainly see why that would be upsetting to you…” if they approach you with a complaint.
• Be consistent. One negative customer service experience can erase twenty positive experiences, so it’s vital you never allow yourself to slip up and be rude or inefficient.
• Make a commitment and stick to it. Don’t be afraid to make promises, butt be sure you always keep them. Instead of saying “We’ll deliver that to you some time next week,” say “we’ll deliver that to you between 3:00 pm and 5:00 next Tuesday” - then make it happen.
• Take responsibility. If a customer isn’t happy with your product, service or demeanor, don’t try to pass off the blame. Instead, apologize and accept full responsibility. If you can’t give the customer what he or she wants, help find someone who can.
• Ask for feedback. Talk to your customers and find out what you’re doing well. Equally as important, don’t be scared to ask for advice on how you can improve your customer service.