This post provides 6 customer service tips that are often overlooked when running a business. Learn how to create a positive customer experience, foster customer loyalty, and build a successful business with these quick and easy tips. Make sure to take advantage of the knowledge and expertise offered in this post to increase customer satisfaction and grow your business.
Customer service is probably one of the easiest things that people can work on in their business. Unlike most other sales strategies, customer service is not about getting new customers. It’s more about how you treat your customers which will eventually have a direct impact on the sales part of your business. I truly believe that if you have solid customer service then you will be on the fast track to growing your business and gaining support from your local and online community because they will feel appreciated. In this post I am going to share six customer service tips that often go overlooked when running a business.
#1 Make a strong first impression
One thing to keep in mind when it comes to customer service, is that it’s hard to make up for a bad first impression. Maintaining a consistent customer service experience can be easier when you have a smaller team, but as you bring on more staff you need to make sure that everyone is on the same page around your branding and messaging.
If you want to figure out what type of impression you’re giving off to customers, I recommend that you evaluate the customer experience by walking through your ordering process. Look over your website and social media pages with fresh eyes as if you’d never seen the content or layout before. If you find that a challenge, ask your close friends or relatives to give you feedback or pay for a consultant to provide you change recommendations.
When it comes to your online presence, make sure your imagery is well put together. This means make sure you have professional and clean looking photos or videos on your website and social media platforms. If you have a storefront, make sure that when customers step foot into your space they feel welcome and excited to make a purchase. From the smiling faces to the delightful smells from the kitchen, a good first impression for a bakery should include all of the senses.
#2 Provide a warm friendly greeting
Whether it is in person or online, make sure that you provide an appropriate greeting or friendly first interaction. I was recently window shopping in the mall and as soon as I walked into one store I was greeted by the staff. They asked questions regarding what brought me in and attempted to help me find any items of interest. In comparison, when I walked into the store across the hall, no one said anything to me nor did they acknowledge that I had even entered their space. There was no greeting or “we’ll be right with you.” Nothing! Therefore, I walked in and right back out because I didn't feel like I was welcome or that my business would be appreciated. These are just examples, but I’m sure you get my point.
Make sure that your customers feel that warm, friendly environment whenever they interact with you. This even goes beyond interactions at your retail space. If you participate in festivals, pop-up shops or trade shows, make sure that you provide a friendly greeting. When people approach your table or display, don't just sit there on your phone ignoring them. Stand up! I’m not saying you have to stand the entire time, but when you see someone come to your area make sure to stand up, acknowledge them and be friendly.
#3 Be personable by using names when appropriate
I know that everyone is not good with names. However, if you’re at an event and someone is wearing a name tag, use their actual name when chatting with them. Using someone’s name is a small detail, but in business it is a way to make a connection with your customers. It will build trust.
One tip for remembering names is to ask their name when you first meet and then repeat that name back to them. Then, try to use their name in the conversation once or twice to help you commit their name to memory. I use this technique often when I’m moving within networking events.
Another fun trick is to create a nickname for your customer base. For example, you can call your tribe “Cuties” or “Sweeties.” Come up with a nickname that fits your brand and use it as a term of endearment whenever you're interacting with them.
Finally when it comes to names, make sure to spell your customer’s name correctly in your written communications. The easy trick for this is to copy/paste the name from any documents or emails which they have submitted to make sure that you don’t accidentally transpose or miss letters.
#4 Be an active listener
One of my favorite sales tips is to be an active listener because the right customer will give you the cheat codes to closing the deal. If you listen closely, they will tell you exactly what they’re looking for and you can use that information to offer up a perfect solution to meet their needs.
If you want to impress your customer, listen to what they have to say then quote back what you heard. Key in on buzzwords like number of guests, type of event or theme ideas. As the expert in the field, you should be able to take that information and match it with the products or services you offer. Then provide feedback as to how you can help bring their vision to life.
#5 Respond
When I say respond, I mean respond anywhere that you have the opportunity. Respond to online reviews. Respond to social media comments, and (of course) respond to emails and text messages. Keep in mind that your online and public responses are not just for the customer. Your responses are examples to potential customers as to how you interact with your current customers. If a customer has provided a negative review, your response is your opportunity to defend your position and allow your side of the story to be heard. By no means am I saying to enter into an online argument with a former customer. However, you can provide a professional response when appropriate is better than allowing your side of the story to go untold.
#6 Close on a positive note
As you are interacting with people, both online or in person, make sure that you end on a positive note or as positively as you can. Of course, sometimes people are just going to be negative because that's how they feel or that's the type of day they're having. However, as the professional in the interaction, you should work to be as positive as you can when finalizing the conversation. Ending with a phrase like “I'm excited to hear more from you” or I'm looking forward to working with you” is a great way to end on a high note.
Conclusion
In conclusion, I’ve just shared a few tips and areas of customer service that often go overlooked in business. These may seem like small details but they can really add up in the grand scheme of the overall customer experience. At the end of the day, make sure that you treat your customers how you would want to be treated (i.e. with respect and appreciation).
Cyd N. Mitchell
Business Blogger, Retail Bakers of America
Cydni N. Mitchell (aka Cyd) is a Bakery Consultant and the Sweet Business Coach behind Sweet Fest®. Based in Atlanta, GA, Sweet Fest® is an online company that supports the business needs of the Sweet Community in the areas of professional development, marketing, branding and web design.
By trade, Cyd is an accountant & financial analyst with a Masters from the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill. She is the Founder of the Sugar Coin Academy, an online business academy for business owners in the baking and sweets industry, and she is also the organizer of The Ultimate Sugar Show, Georgia’s Largest Annual Baking and Sweets Expo in Atlanta. She is also the Business Blogger for the Retail Bakers of America.
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