Small Business Customer Service Etiquette

Perhaps you are just beginning your life as a small business owner, or maybe you've been in this for a little while now and your business is beginning to pick up. Either way, one thing you have to know and exploit about your status as a small business: You have the ability to provide much superior customer service to that offered by even your largest competitors.
The reasons for this are clear once you give it a little thought. There is absolutely no way a large company can know all of its customers and offer them the kind of personal service that you can as a small business. Don't make the mistake of treating your customers as if you were a larger company though. Just a few simple rules can help you provide truly stellar customer service that will keep your customers coming back and recommending your product or service to others.
1. Never duck your customer.
You will not retain anyone as customer for long if you avoid speaking with them. This will only irk your customer; and you can bet he or she will be looking for someone else who provides the same product or service as you. Make sure to not let phone tag get out of hand - try to make a point of being around when a customer will call. There are few better ways to build customer loyalty than to be available to them.
2. Be honest about your mistakes.
When a small business makes mistakes, the mistakes are often at a small enough level that the customer knows exactly why they happen and can understand it. Unlike bigger companies, where if you want to explain mistakes you have to track it through several different departments, a smaller business can simply say something like 'We didn't get the shipment when we thought we did,' or 'I ordered the wrong thing.' Don't prevaricate, tell them what you did wrong and how you are going to fix it.
3. Care about feedback
Even if a customer has had a negative experience with your company, try to get their input on your product or service, and the company as a whole. Even an angry person telling you things you'd rather not hear may have something to say which can help you improve things from then on. With a bit of diplomacy, you may even be able to talk down an enraged customer, particularly if they feel they are being listened to.
4. Know that your customers are more than just the money they pay you.
As a small business, you have the luxury of treating your customer as a human being, not just as a number. This is something that is all but impossible for large companies, so make sure you capitalize on it. Whether it means that you send them e-holiday cards or you simply remember their name and ask them how it's going when you contact them on the phone, you'll find that by treating them as other humans rather than as numbers, you'll get a lot of repeat business.
When you are a small business, customer service is not something that you can afford to be casual about. Make a real effort and you'll find that you'll be rewarded with customer recommendations, customer loyalty and significantly more pleasant working environment.

By: Kale McClelland

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Did you know? FACT: 68% of people will quit doing business with companies that have poor customer service. Find out how to give great customer service - get effective customer service tips at hubpages.com/hub/How-To-Give-Great-Customer-Service

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