Exceptional customer service is vital to building and maintaining a thriving business. What does remarkable customer service look like? And what can it do for your small business?
First, let me give an example. My parents wear hearing aids. They were very satisfied with the place they were going for routine maintenance of their hearing aids. The person in charge of the business never failed to give them excellent care.
When the tube on the hearing aid needed to be replaced, he measured it to ensure he was giving the correct one. In addition, he asked if they needed batteries and freely gave them some.
He remembered them and always engaged them in meaningful conversation. He understood the extensive problems Mom has and encouraged her to see her doctor when he saw something in her ear that wasn’t typical for her.
Then the business changed hands, and the current manager handles things a little differently.
He doesn’t measure the tube to make sure he is providing the correct one, and, while he does change the battery in the device, he doesn’t offer more.
He is not doing anything wrong. He is meeting all the requirements, checking all the boxes, but he is not going above and beyond.
What does providing excellent customer service do for the business owner? Let’s look at some of the benefits.
- Providing notable customer service helps us build strong customer relationships. Satisfied customers are more likely to become repeat customers and recommend us to others.
- Consistently exceeding customer expectations gives us a competitive advantage in a market that is saturated with options.
- Engaging with our customers allows us to receive useful feedback that will help us to better understand their needs and priorities, thus improving our services and overall customer experience.
Consider how you might “go the extra mile” to improve your customer experience. It doesn’t have to cost a lot, but you can reap huge benefits by doing “a little more!”