Good Service Gets One Chance

Good service always gets noticedBig companies talk about providing customers with a great service experience, but according to In The Lead, a column featured in The Wall Street Journal’s February 27th edition, “it’s often just talk.”

Earthlink, the Atlanta, Georgia-based Internet service provider, was one company featured in the article. They outsource much of its customer care to other countries. But outsourcing isn’t the problem.

There are plenty of companies in the U.S. with poor service standards. Lack of training and no acknowledgement for the consistent ability to solve customer care issues may be a major culprit.

Customer support is one area where small and solo business owners have the potential to outshine their larger counterparts. It’s one of many marketing hats we wear every day. And it fits well, because consistent blunders will turn the customers we’ve worked so hard to gain away for good.

Here are three ideas to support your customer service.

1. Create a procedures handbook. You can’t possibly keep every solution in your head. Document common problems and how each is solved (also work on eliminating those common problems).

2. Post a frequently-asked questions page on your Web site. For customers who may not have Internet access, document and mail the FAQ in text format. I discussed FAQs in a recent blog post.

3. Ask other solo business owners how they manage the service part of their businesses. You may have to ask many owners this question to find new solutions, but the responses will keep you focused on caring for customers.

I have one client who is owed an apology and complimentary gift, which will be sent today by mail. What do you do today as part of your customer service plan?

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February 28, 2006 | Filed Under Customer Connections, Recent Entries 

Comments

2 Responses to “Good Service Gets One Chance”

  1. Flora Morris Brown on February 28th, 2006 2:27 pm

    These are some great ideas for providing quality customer service. Another way to show genuine concern and provide outstanding support is to ask the client how they would like a problem resolved. Their solution may be easier than you think, and because they offered it, they’ll be satisfied with the results.

  2. Shirley George Frazier on February 28th, 2006 4:19 pm

    That’s a great idea as well. I’m sure that small and solo business owners reading this blog will add it to their procedures handbook.

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