Savvy business owners regularly analyze their operations and look for ways to improve. As you take this step with your own business, you understandably may have found numerous areas that require attention. If you are like many others, you may have discovered that the level of customer service
that your team provides is severely lacking, but you may not be certain if this is the best area to focus your attention on at this time. The reality is that customer service is critical to your company in numerous ways, and any identified issues should be addressed as soon as possible. These are some of the many reasons why customer service deserves your attention today.
Positive Word-of-Mouth Advertising
When your team treats your customers well with exceptional customer service
, they may tell their friends, family members and co-workers about their experiences. This may be especially true if your team goes above and beyond to provide truly impressive service. Consider that the alternative is negative word-of-mouth advertising that could be problematic if your team does not focus on providing personalized, attentive and friendly service at all times.
You may be aware that customers who have very bad experiences are likely to write bad reviews online in an effort to vent their frustrations and to warn other people about what they should expect. On the other hand, when customers feel that they have been treated exceptionally well, they may take time to share their experiences with others through online reviews. Increasingly, potential customers are reading online reviews before deciding to do business with a company. Therefore, it is critical that they find many glowing comments about your business online rather than negative comments that may drive them away.
Regardless of the industry or niche that you do business in, your customers may be much more likely to return and do business with you in the future if they had a positive experience. Their experience extends beyond the quality of product or service that you provide. It also includes how they were treated by your team
. When customers feel valued, they may be more likely to return. This can directly improve your bottom line because it results in sales that you may not have to spend as much money generating through marketing and advertising efforts.
A Stronger Brand Image
It can take years to create a positive brand image and only a few negative events to erase that effort. More than that, it may take a significant amount of time and money to improve a bad reputation. By providing consistently excellent customer service, you may avoid or mitigate issues that may otherwise tarnish your reputation. With this in mind, it makes sense to prioritize an investment in customer service just as you may prioritize investments in marketing and advertising.
At first glance, employee retention and customer service have a minor relationship, but a closer look reveals how entwined these two factors are. Many employees want to be proud of where they work, and they want to feel as though they are making a difference through their efforts. When your company has a great reputation for serving customers with respect, they may be more likely to remain in their position longer. In return, your customers may be more likely to receive great service because your well-trained employees are ready to serve them.
Customer service is a critical component of all successful businesses. If you have not yet analyzed your team’s efforts in this area or polled your customers about their experiences, this is a great starting point. One of the many steps that you can take to improve the quality of customer care that your team provides is to schedule regular training sessions to continually improve their efforts.