HELP YOURSELF TO SUCCESS 2


Small and micro businesses have an array of challenges not always faced by larger organisations - a one or two person company having to handle budgets, admin, suppliers, marketing all whilst actually creating their products and developing their services.

There is one key, vital component where small businesses can steal a march on their larger competitors…CUSTOMER SERVICE.

Research shows that 84% of clients are willing to pay more for top quality customer service - and it needn’t cost you a lot to deliver it. 

So …what are the key components of excellent customer service?

Remember, you can make a first impression only once.  Don’t mess up!

Show your customer you’re delighted to be dealing with them.  A smile is not just visual – a smile can be ‘heard’ over the phone and ‘read’ in an email.

Be accessible and always respond.  This means using social media effectively and responding positively to comments and to queries promptly (but within reason; you needn’t become a slave to your multiple inboxes).

Don’t promise what you can’t deliver.  Stuff happens and there will be times when you can’t keep a promise which you made in good faith.  Don’t try and hide it. Be honest with your customer, apologise and try to make amends.

Remember, it is often easier to increase sales to a current customer than to go out and find a new customer so look after your customer base and value each and every one of them.  Make them feel important and appreciated.  Keep a database, keep them informed, introduce them to new products and ask for feedback. Take time to chat and build a rapport.

From the start to finish of each customer journey you can offer what larger competitors often fail to offer …the personal touch.  It can add £££’s to your bottom line and hugely increase your own personal satisfaction as you grow your business.

Good luck as you Help Yourself to Success!