Sometimes, the definition of good customer service is staring you right in the face. Every company you deal with has customer service and sometimes it can be good or bad. Take a look at what impresses you with them and implement these into your business. To help give you a kick start and get you on track with a good customer service, here is a 7 day plan to turn your business around.
Monday – Impress new customers
It’s monday, so time to put smiles on faces for the rest of the week. Put goodies in all parcels or upgrade them to next day delivery free of charge. See my post on how to make more profit from a first order for more on this.
Tuesday – Share the knowledge
If you don’t have a blog then you probably should get one. If not, for now you can ask to guest blog on somebody else’s and link back to your site. Either way, you need to demonstrate your knowledge about the products or service you sell and show yourself as a thought leader in this area. There are some great tips here from SEOmoz
Wednesday – Engagement
Whilst this should be something you do every day, make sure this time you really give it attention. Through message boards, customer support channels and social media (most importantly), seek feedback from your users and be pro-active on anything you see. Go above and beyond with at least 5-10 customers.
Thursday – Reward your most loyal customers
Make a list of those who make the most orders with you. Send them something in the post, or even by e-mail. A small gift, or some money-off codes.
Friday – Staff appreciation
If you’re the only employee in the business, that’s you! If not, take your team out for lunch or give them a small bonus. Alternatively, just take the time to thank them all. Letting them go home 15 minutes early can make a massive difference to morale! The team around you are just as important as your customers – they’re the ones providing the service.
Saturday – Communication
Review your communication processes. Are you as open as you need to be? Do you have a telephone number prominently displayed on the homepage? Get one there now! Also, think about the other channels such as social media and make sure you have a social media policy in place.
Sunday – Rest and Recreation
As any successfully business owner will tell you, R&R is very important. Spend the day with those closest to you and do something enjoyable. You’ll arrive to work on Monday refreshed and rejuvenated.