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Don’t Keep Customers Waiting

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Different people sitting in a waiting room of a hospitalWhere does customer service rank on your company’s list of important daily tasks that should never be overlooked?

While you would like to think that it is always a priority for most businesses, the truth is that is not always the case.

For whatever the reason, some companies simply drop the ball when it comes to providing consumers with solid customer service. As a result, some of those companies end up losing business, business that could have easily remained with them had they just been a little bit better about taking care of Mr. or Mrs. Public.

With that in mind, there are a number of steps you can take as a business owner to increase the chances of keeping customers happy, not to mention helping to promote your brand through their word-of-mouth efforts.

Solid Customer Service Equals Better Revenue

In order to keep your company’s customer service a step or two ahead of what the competition has to offer, make sure you:

  • Go that extra mile – Consumers expect satisfactory customer service, but what if you take it to another level? It is oftentimes the little things that set your brand apart from others, so go that extra mile for the customer. For example, maybe a customer purchased a product or service from you recently over the holidays. As an added incentive to keep them shopping with you, offer them a discount (maybe 10 to 20 percent off) on their next purchase with you. Given that many consumers probably had to watch their pennies over the holiday shopping season, a nice little reward for those who shopped with you last month could go far in making them come back to you this year and beyond;
  • On-time service matters – How many times have you gone in for a doctor’s appointment and waited and then waited some more? Yes, a doctor’s office is typically going to be busy, but that does not remove the frustration you have with being kept waiting for your appointment. The same holds true for businesses who have timed appointments with customers and also when customers are in line waiting to make a purchase. Whether you run a business office, a store, or even a salon, don’t keep your customers waiting. If you have a salon appointment book, try and stick to the times posted on it as much as possible. It just takes one unhappy customer to get the chatter going about how you can’t stay on top of times. When that happens, others (even if they’ve never been to your place of business) may think twice about doing business with you;
  • Avoid negative tones – Last but certainly not least; go out of your way to avoid customer service conflicts. Honestly, there will be times when you or one of your employees doesn’t meet a customer’s needs. When that happens, do everything possible to make amends, giving you a better chance of retaining that individual’s business. This is also true if you’re getting online feedback from customers. By all means, do not get into a tit-for-tat with customers on your social media pages. No matter how much you try, you will never win those battles. Worse yet, online comments are archived for all to see.

Providing consumers with solid customer service isn’t as tricky as it may seem.

Be responsive, reliable, and of course responsible when treating each of your customers.

Photo credit: BigStockPhoto.com

About the Author: Dave Thomas covers business topics on the web.

Get Enough Sand

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Through an Hourglass

hourglass

People once used sand to mark time in an hourglass.

Marking time doesn’t seem to be living.
An hourglass hardly seems joyful.

Where I grew up the sand is rich, white, and unique. Its rounded grains of clear colorless quartz, diamond-like in hardness, are pure silica (silicon dioxide) uncontaminated by clay, loam, iron compounds, or other foreign substances.

White silica is sand for windows and marbles. As kids, it was cool to see the local factory logo on every car window in the nation. It was also cool to grab rejects behind the marble factory — flat disks of colored glass are fascinating to any kid not yet age 10.

Sometimes we wondered how tiny salt-like grains could become clear windows and colorful marbles. Most times we never thought about it at all.

The local dairy built a recreational lake on their property. They floored and bordered it with the pure white, clean, clean sand . . . Swimming lessons, dates, beach parties, even weddings took place there. Famous rock bands played there while we danced by the lake.

We had more than our share of sand in our shoes and our hair. That fact was pointed out nearly every time we walked within 20 feet of an adult.

Sand, grit, guts, gumption, moxie . . . We found those vibrant synonyms in a book in high school — the one with the metaphors. The same words might describe a well-lived life.

Where I come from the sand is unique.
I bet it’s unique where you come from too.
What if we take the sand out of the hourglass this weekend?

Get enough sand and we’ve got a beach.

Ever built a castle?

–ME “Liz” Strauss
Work with Liz!!

Stopping Time

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No Crowds of People, No Streams of Words

Glasses-in-the-tree_by_Liz_Strauss

Early in the morning on Twitter yesterday, I wished I could stop time for an hour. Marc Pitman asked if I did, how I would know the hour was done. We didn’t explore the conversation much further. Networking with social media takes time.

Two hours later, I met up with Melissa Pierce and her camera woman, Sarah. We walked over to Belmont Harbor together. We were out to do an interview for Melissa’s movie, “Life in Perpetual Beta.” The walk to the scouted location took longer than we’d projected. We were still 100 yards away, when already we were discussing the time would need to leave.

I stood by a tree and talked to Melissa while Sarah worked on setting up the camera in the right spot. I took off my glasses and placed then in a nook that seemed carved out of the tree just for that. Unfortunately the sun hadn’t waited our delay in arriving. We decided that the location had to be rethought. We ended up some 30 yards closer to the water, facing the opposite direction to meet the sunlight at that time of day.

The delays and the extra time might have compressed our dispositions as they might have compressed our time line. But out by the harbor we were drowning in a luxury of space — beautiful views of trees, city, and sky . . . and so much green, green grass with no crowds of people and no relentless streams of words.

As I look back it seemed we had all of the time in the world.

Walking back from the location, a guy on a bike turned a corner and almost hurt himself and us . . . He wasn’t really nice.

I guess we knew then that time wasn’t stopped any longer.
But it sure had been fine when it was.

This weekend, I’m going to stop time again.

–ME “Liz” Strauss
Work with Liz!!