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Some Important Elements of Good Customer Service |
Palma Vegh, Signtrade, Queensland |
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There is no question that every sign shop owner wants to run a successful business. But actually, what will it take to make that business a success? There are a number of elements such as careful planning, good location, skilful employees, etc. that are all important.
But one shouldn't forget about probably the most important element: excellent customer service.
No one can deny it that customers are the essence of our business. Without customers we have no business. They have numerous options to have that sign made somewhere else, it is not necessary for them to get the service from us. So if you want to make your business their "business of choice", you have to start working on it.
Have a look if you and your employees treat the customers the way they are deserved to be treated. Make sure that you educate your employees as well so they are equally as concerned about the customers as you are.
Let me mention the "power of smile" first. A warm and sincere smile and a friendly welcome can make a huge difference in your customer relations. It can create a good first impression. Set a goal that every customer who comes into your sign shop will have a better impression of your business than they did when they walked in. So you have a better chance that they will come back and do business with you.
Being honest and upfront with your customers is another important element of good customer service and will pay off in the long run. You can't always give customers everything their hearts desire. Sometimes you need to bring their expectations into line with what you know you can deliver. The best way to do this is by first building a reputation for making and keeping clear promises.
The second way to manage customer's expectations is with the tactic called "Under Promise, then Over Deliver". For example, your customer wants something done fast. You know it will take 3 days to complete that sign. Don't tell your customer! Let them know that you will rush the project…but then promise 4 days. Then, when you are done in just 3 days (as you knew you would be), your customer will be happy that you actually finished the job "so quickly".
But sometimes things don't go so smoothly…and some customers might not be happy with the service they received. Then you shouldn't forget the golden rule: "The customer is always right." Yes, we all know that there are times when the customer isn't right, however, it is still an important concept to remember. So when things go wrong, you have to try everything you can to fix the problem. You have to go the extra mile, giving something positive to remember. For example, give that customer a small gift of appreciation or a discount offer on future orders.
No matter what, always aim to care for your customers and show professional courtesy. Do your best to find out their needs and what service suits them the most and combine that with customer friendly processes. Then you can't go wrong.
And finally, there is an important piece of advice that you might want to print out in large and bold and put it up in your sign shop somewhere near the front counter where every employee can see it:
"If you aren't taking care of your customers, the competition will."
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