We know customer service to be one main components of the business trinity for success. For a small business to mid-size business (SMB), customer service can be the piece that either makes or breaks your success.
The reality is a small business may not have the resources to advertise or market to their customers compared to a large restaurant chain. What a SMB does posses is the opportunity to make every single customer feel appreciated and valued in a way so that each person will want to return. If you are an SMB that is currently looking to revamp or start up some customer service strategies, here are four smart tips (and one bonus tip) to help get you started.
Be Polite and Mannerly to Your Customers
Having good customer service doesn’t have to be difficult. One of the best tips is to say “please” and “thank you” when talking to your customers. Thank customers for visiting, thank them for reaching out for information, and thank them for making a purchase. Saying “thank you” makes the customer feel valued, and when they feel appreciated, they’ll be more likely to purchase from your business again.
Give Customers an Easy Way to Contact
Websites and advertisements may not always answer a customer’s question. It’s a given that some patrons will have questions, comments or concerns about your company. Make it easy for them to chat with your business and gain access to useful information.
Using a popup chat window on your website or Facebook Messenger are two easy platforms you can use for customers to directly message your company. Facebook Messenger in particular is very popular. Over half of social complaints are posted via Facebook. It’s important to respond promptly to any messages. No one likes to wait, especially customers trying to fix an issue.
Be Helpful Not Pushy
What do you think of when you hear ‘salesperson’? A man with slicked back hair, eager to sell you a car? A telemarketer who constantly spams your cell phone? Some people may believe in certain stigmas when they interact with sales people, but that doesn’t have to be the case.
If you employ salespeople, Flip the stereotype on its head, and change what people think of your sales workforce. Instead of “pushy, have them focus on being helpful. Train your salespeople to exude a helpful vibe over the phone. Your customers will say thank you, and that means they’re more likely to have a positive experience with your company.
Hug Your Haters Online
Embrace the dark side. No, really. When it comes to online complaints and negative feedback, you really need to embrace them. Studies show that companies who actively respond to complaints have better customer advocacy opposed to those who don’t. Essentially, companies retain customers better when they answer their questions and address feedback, than those who ignore them. As the saying goes, “You catch more flies with honey”
It might seem counter intuitive, because most companies aren’t so eager to discuss a bad experience or faulty product with a customer. However, just showing that the company is listening and trying their best, does wonders for the company’s image.
WiFi Marketing for Your SMB
If your SMB offers free WiFi to your guests, then WiFi marketing is your bonus tip for providing amazing customer service. With an intuitive WiFi marketing platform, you can thank guests for visiting right on a branded login page. You can also reward your guests for visiting through email marketing campaigns, encourage feedback, and provide helpful information of your business all through the WiFi you offer to them.
If you want to learn more about WiFi marketing for your SMB, reach out to us or even schedule a demo and see how Marketing4WiFi is the tool for better customer service.