Americans are fed up with poor customer service and are willing to pay a higher price to receive better customer service. Being a customer, I am sure you feel the same way. The good news for small company owners is that 81 percent of customers believe small firms provide better service than large ones.
Providing excellent customer service means making a decision: You won’t be able to provide excellent customer service unless you make this crucial decision: Will you priorities the customer in everything you do professionally, including how you manage your time, create and modify your processes, and hire and train new employees? Having worked with multiple mortgage staffing agencies to find candidates for my company, I only reconnected with those agencies that offered exceptional customer services. This literally shows they care.
Why Are Small Businesses So Good at Customer Service?
Have you ever wondered why most small businesses are better at customer service than large corporations? Because of its innate common sense and knowledge of power and empathy, a small business is more likely to provide better customer service than a large corporation.
Let’s have a look at some reasons why small businesses take customer service so seriously:
It Encourages Loyalty and Establishes Trust
Customers that believe they can come to your business and have a positive experience are more inclined to return. By providing a consistent experience, you may earn their trust.
The kicker is that trust takes time to develop, but one bad experience can break it forever. If you provide enough excellent service, you can earn some goodwill even if something goes wrong.
It Differentiates Your Business from the Rest
While customer service has always been an important determinant of a company’s success, it has become much more significant since the 2008 recession. Companies that failed to adapt and provide a positive customer experience struggled, whereas those that went above and beyond to empathize with their customers, acknowledged their concerns, and provided a solution managed to thrive.
It’s plain to see that excellent customer service helps you stand out from the competition. In fact, you won’t even have to worry about competition. When you’re up against a lot of competitors, being the firm that sells exceptional products topped with one-of-a-kind customer services could be a bonus.
It Brings More Referrals
Small businesses usually have tight finances. Referrals from your loyal customers help you thrive even when if your sales team is stretched thin and your marketing budget is very low. This is what motivates small businesses to offer the best services they can.
Companies might benefit from referral business because it is low-cost and has a high close rate. Referrals are more likely to enter your sales pipeline with a higher level of trust. According to a recent Nielson survey, 83 percent of people trust personal recommendations for products and services. Positive product suggestions are spreading quicker than ever via the internet and mediums such as social media.
It Leaves an Impact on Culture
Leadership sets the tone for a customer service culture, which has a direct impact on employee happiness. Your staff will have to deal with the aftermath if your customer service isn’t good enough and the ratio of unsatisfied customers is increasing.
A customer service culture can demonstrate to your employees that you care about them as well as your customers. It generates an empowered staff that believes they can go above and beyond for their clients, which will result in more pleasant interactions. This has a direct impact on your company’s growth.
How To Better Your Customer Service
Even if you’re doing your best, there is always room for improvement. So much of today’s consumption is about the overall experience rather than just the product or service. Whether a customer is looking for a Porsche or new curtains, they want to feel special and cherished.
Train your customer service department to go above and above in personalizing and adding value to your customers’ experiences. Keep notes about your regular clients and bring them their favorite Starbucks drink when they come to your store next time.
It’s critical to establish a relationship with customers so they feel like they are more than simply a transaction. Smaller businesses should make this the cornerstone of their operations. Build your business around the premise that it was created to meet the needs of customers, and that their needs should always come first. No business is too big or too little to deliver outstanding service to its clients.
To make sure your staff knows what they are doing, arrange customer service training to improve and maintain customer service. Every employee needs to be trained in customer. In-person training is preferable, but you can supplement it with video training too so that you can refresh your staff’s memories whenever necessary.