How to improve customer service at your small business
One of the most important parts of running a small business is keeping your customers happy. If you don’t cater to their every need, soon they’re going to become tired and seek out other alternatives. But anticipating what your customers really want from your service can be difficult, especially if you haven’t had much time to collect data about their preferences and behaviors. This blog contains some helpful tips for small business owners looking to supercharge their customer service efforts. It doesn’t matter what industry you’re in, these hints are sure to have your customers feeling much more satisfied.
Getting your customers interested in your products is the hard part, so why risk them dropping off when they’re trying to check out? Payments should always be the easiest part of the process whether your customers are buying products online or in-person. Too many businesses lose sales because their payment process isn’t user-friendly or takes too long to complete. If you have a physical store then it’s a good idea to invest in a retail POS system while online stores should consider offering Paypal and Stripe payments too.
Ask for feedback
Asking customers for their feedback makes them feel valued and listened to. Not only will it show them you’re interested in providing them with a better service, but it will allow you to make the changes they’re asking for. Without their feedback, it can be difficult to know what’s working and what isn’t, so hearing from the people themselves is always the best way to make positive changes to your business.
Make it easy to get in touch
All businesses should be easy to contact, especially if customers can make purchases through their website. It’s easy enough to flag down an employee while in a physical store, but online it can be tougher to feel like there’s someone to help you. Luckily, there are lots of ways to get around this facelessness with proper customer service.
You should always have a contact section on your website with multiple ways to get in touch. Don’t just leave a phone number there that you never answer. Make sure you actually monitor all these channels to avoid customers waiting for weeks or even months. To really speed up your response rate, consider offering a live chat function that pops up on your site’s homepage.
While not a traditional part of customer service, quality checking your products and services are the best way to avoid having to resolve issues and complaints. Ensuring everything your customers receive is of high quality will give them the best experience possible, leaving them feeling satisfied and confident that their money has been well spent.
But don’t just check your products, check your customer satisfaction rates. Make sure you’re looking at reviews and following up with customers who had issues with their orders. When their issue has been resolved, ask them to rate the level of service they received and whether you could improve next time.