In this day and age of super poor customer service it doesn’t take much to differentiate your small business from the rest of the pack. Here are three suggestions to help you out.
1. Answer the phone — People are sick and tired of voice mail jail. They expect to call a company and never reach a human being. Surprise them by answering your phone. I’ve had more than one person comment on this in the last week. They were amazed to get a human when I answered the phone.
2. Respond to email — Sometimes email goes into that big black neverland of the internet, spinning around until it lands who knows where. Unless you answer your email, your customers will never know if you got the message or not. People are impatient too. Get back to them in at least 24 hours. This one gets a major kudos from my clients too.
3. Remember the good old USPS — It takes just a few minutes to write a thank you note or zap a post card in the mail to a new customer or a long time customer who has just honored you with another sale. Those notes get kept and remembered too. And they make a world of difference the next time the customer needs to buy what you have to sell. This step really does turn your onetime customer into a lifetime raving fan. Try it.
What do you think? What else can small business owners do to differentiate themselves from the pack? Leave me a comment.