For brick and mortar businesses, the last two weekends prior to Christmas may be the biggest. While advertising is necessary for the holidays, it may tend to get pricey. Customer service is a value offered at no direct cost to your business. This year, stand out from your competition and keep your customers coming back time and time again. Remember the grapevine aspect, which means customers will tell twice as many people about a bad experience as they do a good one. Add to that fact that it costs seven times more to attract a new customer than a repeat customer. Top notch service is a must to keep loyal customers, especially around the holidays.
Everyone has had poor customer service at one point in time. The situation takes on a new meaning when it’s YOUR clients or customers that are being snubbed. Every time a customer or client doesn’t come back, it could mean thousands of dollars that won’t end up in your bank account. Understanding the stress of the holidays, some days it may be tough to resist being a scrooge. However, at all circumstances, try to avoid these 7 common “no-no’s” in customer service this holiday season.
- Disrespect– Your customer, in a very real sense, is the highest-ranking person you deal with.
- Broken Pledges – If you make a promise, follow through on it. Build a level of trust with your customers by living up to your word.
- Arguments – The customer is always right, even when you know they’re wrong. It’s generally better to take the high road and come out smelling like a rose.
- Indifference – The old “fake it till you make it” adage applies here. If you’re having a bad day or couldn’t give a hoot about your customer’s problems, pretend like you do. By the end of the day, you may find you actually do care.
- Impatience – If customers ask for help, go out of your way to make sure they’re taken care of. Their requests should never be seen as an interruption. They are the very reason you’re working at all.
- Misinformation – One way to turn good customers into ex-customers is by giving the impression that you know the answer when you don’t. If you don’t know, tell them you’ll find out.
- Gloom and Doom – Nothing turns people off faster than a grumpy, negative attitude. On the other hand, friendliness encourages customers to come back for more and send their friends to you too. Telephone etiquette is especially important. The person answering the phone is usually the customer’s first contact with your company. How callers are treated can determine how much business, if any, they will do with you.
By avoiding these common “no-no’s” your business is sure to stand out, not only around the holidays, but year long. The CRC wishes everyone happy and successful holiday!
