Can Good Customer Service Create Profit and Growth?

Every business that sells a product or service has customers. Yes, even businesses that supply one component to an end user, have customers. Ask any business owner or manager and they will inform you that “Yes, we have good customer service”. What does Good Customer Service look or feel like? It may be as simple as being taken to an item you cannot locate in a large store by the sales associate or the cashier thanking you for your business at the conclusion of the transaction. Perhaps your transaction was over the phone? Was your customer service representative helpful and cheery, could you feel their smile? Or were they hiding behind the fact that there is no physical interaction so why be overly nice? Good Customer Service has to start with a customer driven mindset, a passion to serve the customer.  When we give a business our hard earned dollars, we want to feel good about that transaction and know they value my patronage. Folks, there are many choices in today’s marketplace for the consumer to bring their hard earned dollars to.  If you don’t make it your business to excel in the customer service department your competition has just been given an opportunity to earn a new customer, unfortunately one of yours.  Please do not be fooled that just because business is good that it will last forever. All businesses experience ups and downs however, the ones that will be here in the down times are the ones whom understand and practice their customer service with each and every transaction.  Next time you are in a check-out line, stop yourself from saying “thankyou” after handing over $100.00.  Test this theory and see if you are thanked for your business. It is the employee whom should be saying thank you to you, not you to them.  Don’t be quick to blame the sales associate as this mentality begins with the management or ownership.  This is quite simply a management problem and not the employee.  

If we want change in our business, we must change. Change starts at the top and makes its way through the company.  It will not be enough to put a mission statement on the wall. Each and every staff member will have to be informed and coached as to company expectations. This will take time and you may have to spend a little money to get it done. Lead by example, nothing is as powerful as a demonstration by you, the owner or manager, as to what is expected. Do follow up with your staff regularly, work the floor, handle some incoming calls, and talk often with your staff. Lead the way and make your expectations clear. We all want customers to be raving fans of our business and excited to do business with us. Remember happy and satisfied customers lead to more profits and fuel growth. Not sure how to start? Contact us today and let’s talk about it, we are here to assist you. www.fordbusinessconsultants.com