Customer Service – Good, Bad, & Ugly

Customer Service . . . why is it so important. It is quite simply providing assistance to customers. Customer Service is part of your Marketing Strategy. Your marketing strategy focuses on bringing in new customers, while customer service works to retain them. Customer service working hand in hand with your marketing efforts let you leverage their full potential. You can retain more customers and keep them coming back. They are also likely to spend more helping  your business to grow.

Good Customer Service

Since Covid, companies have changed the way they do business, and consumers have changed the way they shop. More consumers rely on online sales rather than shopping in-person. Therefore, it is much more important now for businesses to deliver a positive  customer experience. Consumers don’t just appreciate a positive experience — they expect one!

Nearly everything you do in business involves customer service and marketing. This includes phone calls, emails, face to face interaction, and your website. Deliver a good experience to the consumer and they in turn will be your best advocate.

Three Key Elements:

1. Listen – Be a good communicator. Listen and ask questions. Shows that you care and want to provide the right solution.
2. Learn –  Become an Expert in your field. Know the products and services you provide. Know when to listen and when to speak.
3. Lead – Show that you can provide solutions. This will show your leadership and professionalism.

Good Customer Service is every bit as important as the quality of your product or service. It is as important as the location of your business, and even your pricing. Remember how you felt the last time you were disappointed with the Service you received when you were in someone else’s business? How likely are you to return to that business that disappointed you? Will you recommend that business to a friend? Good Customer Service just doesn’t happen by accident. It has to be a priority each and every day! You have to genuinely care about your Customers Satisfaction and their Expectations. When your business exceeds in both, you have arrived!

Bad Service

Bad Customer Service will likely linger in your mind. It very subtly can steer you away from a business. How often do you check online for reviews? Many times a bad review will cause you to go to a competitor. When you have a choice, your research, experience and memory of Bad Customer Service will direct you to another business in most cases. The “Golden Rule” is a terrific guideline on how you should service your customers. Periodically asking customers what they expect and how you are doing provides insight. Remember, everyone doesn’t think like you do, so expectations will vary. Adjusting little things to meet Customer Satisfaction will remarkably enhance the perception of your business. If you listen to customer feedback it will make you a better business person. Listen to them . . . They know what they want . . . and what they expect.

Ugly Customer Service is so blatantly obvious that when you are exposed to it, often times you leave. That particular business is usually on its way out of business, and they may not even know it. A business with ugly customer service can develop a bad reputation. You may notice bad reviews online. The word gets around! This example so rarely succeeds I hesitate to comment further. However, unless customer expectations are a real concern, evaluated, understood, and then positive changes made toward quality Customer Service, this particular business may go out of business!

Customer service should always be a significant part of your marketing strategy. If you provide great experiences to your customers, they will enjoy doing business with you. Satisfied customers give positive feedback about you, your staff, and your business.  Contact Select Marketing if we can be of service to your business.

Updated November 2022