Exemplary customer service is crucial to the success of all businesses.
But what exactly is exemplary customer service?
Here’s an example of what it isn’t.
It involves an unusual encounter I had with the cashier at my favorite pastry shop. I selected a few goodies to buy and placed the items on the counter. The cashier neglected to look in my direction or even say anything.
She packed my items in a bag and then rang up my total. She stood there saying nothing, leaving it up to me to look at the cash register to see out how much I owed.
I handed her my money and she returned my change by putting it down on the counter. Then, she walked away and got busy wiping down the display case.
During the time that I was in the shop, this employee did not utter one word. No hello. No thank you. No good-bye.
Now compare my negative customer experience with that of my friend. She, while shopping at a clothing store, was acknowledged and served by a smiling, delightful sales associate who exuded tons of charm.
At the end of the transaction, rather than handing the gift bag across the counter as so many associates do, this associate did something different. She walked outside of the checkout desk, around the counter, and handed the shopping bag directly to my friend.
That was customer service excellence!
It was also a memorable experience.
Today, I’d like to cover several ways that small business owners and their employees can win over customers by providing exemplary customer service. These methods work well for brick-and-mortar businesses, and for online customer service.
Not long ago, I worked as a sales associate in a major department store. So, I remember a few things about customer service skills. And, although major department stores and small businesses operate differently, the highest priority for both should be good customer service.
Here are some quality standards that I learned as an associate—standards that can also be used by any small business:
Train Your Employees Well
The cashier in the earlier example was obviously trained to handle a cash register and do light housekeeping. Unfortunately, her customer service skills were lacking, unlike that of the sales associate.
Greet every customer warmly in person
A polite “Good morning, madam,” or “How may I help you today?” is ideal. Avoid saying “Hi” and “Can I help you?”
Phone calls work the same way. “Good morning, XYZ Company, my name is Susan, how may I help you?”
Avoid saying “XYZ Company, Susan speaking.”
Make eye contact
Making eye contact shows that you have acknowledged the customer and have given them your attention.
Offer solutions
Let’s say a customer wants a particular brand or item that you don’t carry. Or perhaps they want an item that is sold out. What do you do?
First, never tell them that you don’t carry that brand or that ‘we sold out’ and leave it at that.
Instead, invite your customer to have a look at other brands that you DO carry.
For items that have ‘sold out,’ take the customer’s contact information so that they can be notified when the items are restocked.
Further, don’t try to re-educate the customer or try to teach them a lesson. If you do, your customers might possibly take their business elsewhere.
Close Your Transactions Properly
Avoid being too quick to move off to serve the next customer in line. Engage with the active paying customer for a mere few seconds before they are ready to leave the checkout area.
Leave the Attitude at Home
It goes without saying that rudeness shouldn’t be tolerated. Customers should not have to deal with unacceptable behavior from testy front-line employees.
Small business owners should also note that consumers will gladly pay more for better services. According to Business News Daily:
Seven in ten Americans are willing to spend an average of 13 percent more with companies they believe provide excellent customer service.
Know What is Important to Your Customers
You can learn what is important to your customers if you gauge customer satisfaction. Using small business customer-service tools like Facebook, Twitter, and online surveys and most important of all good content, helps you tap in to what policies customers’ value.
Some of these values could be:
- Product selection.
- Quality.
- Employees’ expertise in solving problems.
- Courteous employees.
- Waiting time to be served.
- 100% guarantee of satisfaction.
- Rewards and loyalty programs.
What Small Business Owners Can Learn from Apple
Tech giant, Apple, does more than build amazing products. They also offer something else just as outstanding—that is, customer service.
Source: Rob Boudon
Dedicated Apple fans already know about Apple’s unique customer service.
But, if you’re not familiar with Apple, you’re in for a surprise.
For example, you damaged your iPhone 4S and you can’t find the receipt. And sure enough, the warranty has expired.
What could Apple do for you?
They might offer you a brand new iPhone for less than $200 – the retail price is $599. Or, Apple may repair the item free of charge (sometimes). Whatever, the result, Apple will find a solution that you’re happy with.
Certainly, your small business may lack the resources or funds to fix or replace items for free. But what is key is the notion of bending over backwards to satisfy the customer.
Apple is obviously not a small business. But, the company is notorious for having employees that delivers very high customer satisfaction.
The young and hip sales team must present themselves as:
- Knowledgeable
- Hospitable
- Enthusiastic
- Empowered
- Passionate
- Customer-focused
- Professional
- Attentive
- Diligent
For your small business, what additional qualities would you like your team to have?
Think Like Zappos
What can we say about Zappos?
It is true that this friendly online retailer sells amazing shoes and apparel. Yet, it is Zappos’ customer service approach that garners so much attention. Some people call Zappos’ policies and company culture crazy, but in a good way.
Here’s what you can expect with Zappos:
- Complaints are welcomed rather than frowned on.
- The call center team has no ‘call time limits’. You can talk to an operator for 3 hours without being cut off or rushed off the phone.
- An intense four-week customer service training-program for new employees.
- Shipping costs are prepaid by Zappos. No minimum order required.
- Loyal customers are rewarded with upgraded overnight shipping.
- Free return shipping—no fine print, and no hassles.
On the subject of returns, Zappos director of customer loyalty Rob Siefker offers more insight:
Returns are part of our business model. In fact, we encourage customers to order multiple sizes if they’re unsure of what to order, and then they can return the size that doesn’t work for them.
To get a peak into Zappos’ philosophy and commitment to service, have a look at Zappos’ CEO Tony Hsieh’s New York Times best-selling book, Delivering Happiness: A Path to Profits, Passion, and Purpose.
Thank You’s and Coconut Snowballs
Little touches matter…
…so do two little words, thank you.
In my case, I frequently order hair products from an online solopreneur. While I don’t get coconut snowballs, included with every order she sends are:
- hair care tips.
- upcoming offers.
- a big thank you for supporting her online business.
What would you offer your customers?
How would you show appreciation—a handwritten note, a follow-up email after a sale, or something else?
Finally, I’ve shown you some WOW examples of exemplary customer service that can benefit your small business. My best advice is this: study the examples from this post, borrow from the best, create your own quality standards, and use these tools to deliver that memorable experience for your customers that keeps them coming back.
Richa says
November 14, 2012 at 7:57 amEfficient customer service can work wonders for a business. It is the most important way to make loyal customers. No one likes to go back to a company whose employees don’t attend customers well. The example of Apple is a perfect one for the context.
Michelle Gail says
November 20, 2012 at 12:17 pmHi Richa,
I agree wholeheartedly. There are many businesses that customers (myself included)
no longer return to because of bad service. Thanks for replying.
Abhishek says
November 15, 2012 at 4:59 amThese are great examples you have shared here of customer service. For any business it is very important to keep your customer happy as they are the ones who keep a business running. Thanks for this interesting share.
Michelle Gail says
November 20, 2012 at 12:19 pmAbhishek, you are most welcome.
Joy says
November 18, 2012 at 2:27 pmHi Michelle! Exemplary customer service is about going the extra mile to exceed the expectations of your customers. Thanks for sharing!
Kristine says
November 18, 2012 at 1:48 pmExceptional customer service is a must to keep our clients satisfied and loyal to our respective brands. Whenever we fail to extend our assistance and support we ultimately lose the chance to have repeat customers and generate more. Thanks for bringing this to our attention. More Power!
Michelle Gail says
November 20, 2012 at 12:21 pmHi Kristine,
I appreciate your feedback. ‘More Power’ is exactly right!
Emilia says
November 18, 2012 at 6:12 pmTotally agree on everything you’ve said. It really helps to have a professionally trained and polite customer service.
Calra says
November 20, 2012 at 5:47 amThose entrepreneurs who thrive in valuable customer service earns the greatest. I’ve learned that the hard way
Kelly says
November 20, 2012 at 6:58 amIt really pays to add a personal touch to your services.
Veronica says
November 21, 2012 at 1:38 amThe old adage that your customer is always right is still as true as ever. Great blog!
Sandra says
November 21, 2012 at 2:07 amOf course, our customers are our first priority. We should treat them very well, whether they’re window shoppers or paying customers
Stacey says
November 23, 2012 at 6:52 pmGreeting your customer is always a must. Thanks for the post!
Michelle Gail says
January 18, 2013 at 7:02 pmThanks for your comments.
Just an update – my images and credits seem to have disappeared.
Here is the source for the lone image remaining:
http://www.freedigitalphotos.net/images/Shopping_g379-Happy_Girl_Presents_A_Bracelet_p36946.html
Nick Davison says
February 4, 2013 at 12:34 pmSome solid information there Michelle, customer care can also be applied to a certain extent to your website. I see lots of sites that use online support chat as a pushy sales tool. If these sites changed the way they deployed online support chat, and set it to pop up after 30 secs (instead of instantly) to actually offer support about products instead of to pressure the customer they would no doubt notice their sales and returning customers increasing.
Lee says
March 5, 2013 at 3:46 amHi Michelle
Some great advice here. I think a big problem when you get bad customer service is quite often the employee doesn’t feel part of the company and are only looking for their pay check and do t realise if they give good customer service there is much more chance they will still be getting a pay check in a years time.
Great post thanks lee
nani says
September 9, 2013 at 3:26 pmGreat post Michelle.. It comprise of good advices to be followed by every one doing small business.
Jack says
November 30, 2013 at 12:27 amGreat, one of the most and important thing we must consider is customer service we are starting our business because of the demand from customers side, if this is not there the entire business will collapse, Gandhiji said we should treat customer as God.
Sastonepal says
August 11, 2014 at 5:12 amHi Gail !
Thank you for sharing your best ideas to grow a small business. I really appreciate your concept for small business – Customer services is first.
Vince says
October 8, 2014 at 11:52 amOur Bike Shop has been trying to do the same idea with test rides and really uping customer service and our competitors went out of business despite having much lower prices. Customer Service is Huge. I completely agree with these points.
Gaurav says
March 12, 2015 at 9:00 pmHey Michelle. You have said very rightly about customer service experiences by giving the personal examples. It is very much on which our business depends that is customer satisfaction .
I am also providing customer care services to worldwide in different fields. and know what it mean. Nice writing. Keep it up.
vito from VoipInvite says
April 16, 2015 at 2:00 amThat is just fantastic information out there Michelle. Customer service is must for a growing business and trust
Bibble Studio says
April 23, 2015 at 3:53 amThe ones who take customer service seriously are the ones who make it in my opinion!
Mahi says
May 1, 2015 at 7:09 amhey great research , i have also analyse the for business growth factor , Customer service is the major roll to boost business lead . I had read , who provide the customer service .
Scott says
May 8, 2015 at 7:54 pmIn today’s retail world it’s not enough to have the best price or the best product, you have to have he best customer service. It’s business model giants like Sears could stand to follow. Also, I love the coconut balls idea. It’s imperative to stay relevant to your best customers and referrers. Stopping by once per quarter with cookies or other treats goes a long way.
Pete says
August 2, 2015 at 1:16 amI never thought of exemplary customer service before as creating a memorable experience. I’m definitely having my receptionist read through this and we’re both going to step up how we interact with our customers.
John Udok says
September 22, 2015 at 8:47 amGreat tips,I think its all well said. An employer that is willing to make a difference in his business must be willing to adequately train his/her staffs in the customer service. Its very important. Thanks for the share.
matryx says
September 23, 2015 at 4:20 amHey John
Thanks for the comment without adequate training your staff or should I say team will never become an asset to the business.
Frank says
October 21, 2015 at 10:24 pmMichelle,
First I want to apologize for being so late to the party, but I am blown away by the depth of this article. I work in customer service and often strive to provide memorable experiences with the people I interact with. One thing I have noticed that may be important with small business owners is to have the right people as a part of your leadership team. Happy and engaged employees will translate to happy and engaged customers.
You have to create the environment you want your customers to experience. Would you agree?
GrowMap says
October 25, 2015 at 7:01 amHi Frank,
I totally agree with you. Happy and engaged employees are also a reflection of how management treats them. A business that appreciates and respects their employees will create an atmosphere where the employees appreciate and respect your customers.