Being a small business owner has its own set of challenges when dealing with customers. You are now on your own. You have no supervisor to seek advice from, there is no standard procedure to follow and you cannot ask any co-workers. This can actually work toward your advantage! Small businesses have proven time and time again that when it comes to customer service, they completely beat big businesses. Being a small company, you are able to provide a higher degree of customer support. This is far superior to what is being offered. When you take advantage of this, you will find that you will be able to make a real name for yourself in the field of customer service.
Customer Service Tip 1. Take a no... after a while
If a customer has no interest in what you are or what you do, then yes, you should let them go. If however, they came looking for something close to what you offer but can't find it, offer them some alternatives. How can you customize what it is you do to fit their needs? While you should of course be fair, remember that they came to you for a reason, and if you find that you can give them what they want, even if they didn't know they wanted in the first place, you'll be providing excellent customer service.
Customer Service Tip 2. Follow-up
Despite having a smaller staff that a larger company does, you'll find that you have a smaller customer base as well. While this is not immediately a good thing, it allows you to get more involved with your customers. If someone has recently placed an order with you, you'll find that a quick call or e-mail to follow up and to ask how you are enjoying the product or service is a great way to make your business stick out in their minds.
Customer Service Tip 3. Going above and beyond
Be careful to treat your customers well. Even if they make mistakes, let your generosity and good will help them out of their problem. You will find that people who experience problems expect to encounter more problems when trying to fix things. They will remember you if you are able to take care of their problem for them.
Customer Service Tip 4. Admit fault
If you messed up, say so and find a way to fix it. Many people that by admitting fault you are opening yourself to being sued, but honestly, the best way to avoid being sued is to make sure that no one is angry at you. You'll find that if you make a mistake and then make sure that you make amends, you'll be able to keep a customer who might otherwise have walked out and told plenty of people about what bad service you provide.
Customer Service Tip5. Refund where necessary
Having a liberal refund policy is a great way to keep your customers happy. You'll find that when customers are not stressed out about getting their money back, they are much more agreeable. Remember that if they really want their money and they paid with a credit card, chances are, they will get it. Simply institute a policy that states that if they're not happy, you don't want their money. This is a great way to get your customer on your side.
