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Small business owners know that to find a loyal customer base, they have to stand out from their competitors. One of the best, and easiest, ways to do that is to have outstanding customer service. How you treat your customers reflects your entire business. People think positively on companies that treat their customers and clients well. Unfortunately, many small business owners focus a lot of attention on their products and services, with customer service remaining an afterthought.
Here are three reasons why small business owners should make outstanding customer service a priority.
Returning customers are amazing for business. It’s less expensive to bring back a happy customer than it is to attract a new person to your business, and existing customers are more likely to make a purchase or do business with you than new ones are. Some reports suggest that loyal customers can be worth as much as 10 times their initial purchase. So by keeping your existing customers satisfied, you not only save on marketing costs, you increase your chances of making money in the future.
Great customer service makes your customers feel important. You can have a fantastic product or service—and that will go a long way to building your business—but your customers will also remember how you treat them. If you treat them well, they’re more likely to be satisfied with their experience and that will keep them coming back. Even better, if someone has an issue with your product or service, exceptional customer service can smooth things over and convince them to continue doing business with you.
It’s not just that a happy customer comes back, it’s that your happy customer will tell their friends and their friends could also become satisfied customers who are loyal to your business. They, in turn, will tell their friends about you. The pattern will repeat itself over and over.
Marketing costs money. Word-of-mouth is free and it’s far more valuable than advertising. People trust their friends when they recommend a product or service, much more than they trust an advertisement. Offering exceptional customer service is one way to build loyal customers who will tell their friends and colleagues about you.
Happy customers don’t just tell their friends how happy they are, they tell the world through online reviews. Whether it’s posting a review on Yelp or Google, thanking you on your Facebook or Instagram page, or gushing about your amazing customer service on Twitter, customers can reach their friends, and also friends of their friends and, in some cases, complete strangers. If they talk publicly about how happy they are with how you treated them, others will see that and come to your business.
It’s not difficult to implement great customer service policies and procedures. In fact, it’s something you can do relatively easily and it’s something you can coach your employees to do, too. By focusing on customer service you show your customers you care, and when they feel cared for, they’ll come back and they’ll bring friends with them.
Great customer service costs far less than marketing and advertising. It creates a favorable impression with your customers and develops brand loyalty – something that all the marketing in the world can’t do.
If you’d like to chat more about your business, please get in touch to find out how we can help you grow.