01/ 18/ 2007
by Summer Huggins
Sitting at my desk today, I heard a co-worker hang up the phone and mutter, "Well, he had the personality of a potato." She simply called to ask about a hotel reservation she had recently made, and the so-called customer service representative on the other end of the line made her feel like she was interrupting his day. Out of the hundreds of hotels in town, she chose to spend her time at his business, giving him money. Wouldn't you think he could muster up some kindness and consideration? Or have common courtesy and good customer service become a thing of the past?
I hate to think that's the case.
But I can say this with confidence: If your small business treats me better than the giant retailer down the street (or hotel or coffee shop, whatever the case might be), then you can bet that you're getting my business before they do. In my mind, it boils down to common courtesy. Here are a few things that all small-business owners could do--and encourage their employees to do--to offer the perception of great customer service and consideration. At least I know for me, personally, these things go a very long way.
- Greet me when I walk in the door.
- Answer the phone like you have time to talk to me, like I'm your favorite customer of the day.
- Listen to exactly what I'm saying and ignore the personal cell phone ringing in your pocket.
- Remember, I blog. And I can tell dozens of people how good (or bad) my experience is in your small business with the click of a mouse. Some bloggers can share that information with millions of people in a matter of seconds.
- Address me by name if you know it.
- Say "please" and "thank you" and "you're welcome." These simple words go much further than a "sure" or "uh-huh."
- Treat employees well. They'll pass the respect and appreciation on to clients and customers.
- Deal with complaints. Don't let an e-mail or phone call, even an unpleasant one, go unanswered.
- Be honest.
- Smile.
- Don't judge how much someone will spend on how they are dressed. I leave the house all the time in jeans and a cap. But my bank account looks exactly the same when I'm wearing a suit and heels.
- Follow through. If you're going to find something for me in the back, don't let yourself get distracted along the way.
- Empathize.
- Be nice. Would your mother want to hear you talking to someone that way?
We've heard it for years, and it sounds so simple. It's the Golden Rule: Treat others as you'd like to be treated. Starting from this point will make customer service easy and natural. And no one will accuse you of being a potato.
