Good customer service isn’t some great, big, strategic undertaking that needs time to implement. All it takes to provide good customer service is the will and want to do it. Heck, if you want to improve your customer’s experience and the way they think of you, you can start right now.
- Don’t let the phone ring twice
Customer don’t like waiting. They hate being put on hold. They loathe dealing with machines. When a phone rings in your office, don’t let it ring twice. Make sure there is always a person ready to answer the phone. Whoever answers the phone can either answer the caller’s question, connect them with the person that can, or at the very least take a message. A message left with an actual person is always better than one left on a machine because the caller has the reassurance that their query was actually heard.
- Respond to social media comments, reviews, and messages… even the bad ones.
If you’ve provided a customer with a quality experience that has compelled them to leave a glowing social media or Google review, that’s the dream for a business owner! As a courteous follow-up, always make sure to take the time to thank them with a like or a comment. If someone comments with a question on a post or direct message, don’t leave them hanging. Respond in as timely a fashion as possible to help answer their questions or concerns. Not only is this helpful for the person who commented, it shows everyone else who sees it that you take the time to actually interact and engage with your audience.
Unfortunately, not everyone is going to love you and sometimes these comments and messages may be nasty or negative. You can’t leave them hanging either. Sometimes people just want to vent and even the best efforts to resolve the issue will be ignored, but always at least make an effort to rectify the situation. Whether a resolution is actually met or not, your efforts will also likely be noticed by others.
- Ask your customers to leave a review
Online reviews are a powerful reputation builder and positive reinforcement for potential customers (like I said, 70% trust online reviews). If you have email addresses and/or phone numbers from previous customer, follow-up their purchase or service completion with a request for a review. I recommend opting for an automated campaign using Constant Contact or other email tools over a phone call (it’s a little less intrusive in my book). You can encourage customers to leave reviews on Google, Facebook, your website, or wherever your priority lies.
Pair requests for online reviews with a tool like My Review Dashboard and you’ll promote new positive reviews and address negative reviews all in a single stroke. This is a simple way to immediately build up your library of reviews and give potential customers more to chew on.