A friend of mine is an entrepreneur who owns “The World’s Largest Dairy Store” in Connecticut. When you walk in the front door, you see a sign that says: “Rule 1 – The customer is always right.” “Rule 2 – If the customer is wrong…see Rule 1,” or something to that effect. Basically, it means without your customers, you have no business.
However, when an entrepreneur thinks of “customers” we commonly think of those at retail outlets and restaurants, and of store employees who must deal with customers on a daily basis.
If you are a product developer or have another type of business that does not deal directly with the public, you might think, “I’m glad I don’t have customers and don’t have to worry about customer service.” I am a product developer in my own business for over thirty years – and I am here to tell you that you do indeed have customers.
Those you deal with in the course of doing your business are your “customers.” They expect, and should receive, the very best service you have to offer.
The people you are dealing with – trying to get an appointment, contracting for service, trying to get your prototype done, trying to get supplies – they are your customers and you must treat them with “kid gloves.”
Here are a few tips regarding customer service for entrepreneurs:
- If you are supposed to call someone, do it when you say you are going to. Don’t say, “I’ll call you next week,” then let the week slip by without following through. Most people who are in business appreciate when you keep your word.
- If it is at all possible try to have a live person answer your telephone in a professional manner. I have called home-based businesses where anyone who happens to be near the phone, including children who are not trained to answer phones, picks up the phone. Also, it is very frustrating to call a company, push 1 for this and 2 for that, then sit through a long message before you can get through to a receptionist. Human contact is better.
- Establish hours when you will be available to receive phone calls or have a cell phone where people can reach you most of the business day so they don’t have to leave messages for you. I know that in today’s world everyone is busy and voice mail is pretty much the standard, but I personally get tired of talking to machines all day long. Sometimes I might call 10 people in a row and have to leave voice mail messages for each one.
- When you promise someone you have contracted to work for that you will have something done, have it done. It sounds so simple, yet many times in order to get a contract or keep a contract a person will make a promise they know they can not keep. It is always better to promise long and deliver short. That way you will keep your customers happy.
These tips are very basic, but important I think, to those who want to grow their business and keep it flourishing!
Article – Copyright 2000 Stanley I. Mason. Syndicated by ParadigmTSA
