The ability to provide excellent personalised customer service is one of the main advantages that a small business has over its large competitors. Here are some tips for making sure that your small business provides the best possible customer service:
Build a relationship: It is important to establish a rapport with your customer base, even if you only operate online. Every customer wants to feel like they are valued and not simply a cash machine for your business.
Publish a newsletter: A regular email newsletter is a great way to keep customers informed about the latest developments in your business. Information about all of your special offers and latest service offerings can be delivered straight to the Inbox of your entire customer base.
Help the community: Don’t forget that as a small local business supported by the local community, you also have a responsibility to that community. Participating in voluntary or charity work for your community is not only the right thing to do, but also provides an opportunity for some excellent PR.
Network: Just because you don’t provide a service, it shouldn’t stop you from referring someone who has requested it onto a local business that does. Forming a referral ‘coalition’ with other local businesses is mutually beneficial for everybody, especially consumers.
Evaluate: One of the best ways to ensure that you are providing the best possible customer service is to continuously evaluate yourself. Using a “mystery shopper” (someone trained to come and evaluate your customer service) is often the most effective way of receiving unbiased advice.