Great companies are built on the solid foundation of a great reputation. And as you may know, you need excellent customer service to maintain such a reputation.
So how do you create great customer service? There’s a simple thing you can do, and it all lies in your systems.
Great customer service
Ask anyone in your family or your close circle of friends this question, “When have you received the best customer service?” They will tap their chin and think about it. Then they will regale a story about a hotel that helped them get checked in early. Maybe an online company didn’t charge them for something due to an issue in shipping.
Then ask them this, “Would you go back?” It seems like a facetious question, but they will explain their deep loyalty to a company and talk about how they continually use the business and service.
Terrible customer service
On the other side of that coin is this question, “When have you received terrible
service?” The answer will be venomous. Your friends and family will explain how a company wronged them, kept them on hold and couldn’t answer their questions. And when you ask if they’ve ever gone back, they will explain the “burn notice” they put on that company.
When you listen to both answers, terrible customer service is what you want to avoid. Sure, people evangelize great customer service, but they will let anyone who has ears know about the terrible customer service they were given.
Simple systems for greatness
It’s the simple things that make a difference— calling clients back, being honest 100 percent of the time, who you associate with, what your company looks like, the way that you dress, the way that you present yourself.
Using systems and processes, make decisions on how you’re going to do things in advance. This helps enhance and support your reputation. Having systems in place ensures you are consistently able to provide your highest level of service, which in turn builds incredible trust with those you serve.
A sound service strategy deals with the before, during and after phases of your product delivery. It includes mindfully creating and documenting systems for everyone on the team to follow.
Consider some of the following services systems. Do you have a clear way to complete these tasks in your company?
- How easy is it for people to contact your company?
- Do you have a system for quoting prices?
- Do you know exactly how you distribute your product?
- How do you monitor and evaluate service?
Take time today to brainstorm the exact process your customers go through when buying your product. Where can you implement simple systems to streamline the process?
Companies live and die by their customer service and you want to be a company that people brag about because of how well you’ve done. Use systems to make this happen!
Until next time, enjoy your Entreprenurial Journey!