How to Improve Customer Relations for Small Business Owner
When you own a small business, every client is important--so you need to ensure each transaction goes well. Small businesses often have a smaller customer base than a large conglomerate, so customer loyalty is crucial. Customers do business where they are appreciated. The small business owner can improve their customer relations by showing appreciation and offering the client incentives to stay.
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Things You'll Need
- Customer service manual
- Computer
- Customer service database
- Thank you cards
- Birthday cards
- Seasonal cards
- Telephone
Instructions
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Improving Relations
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1
Establish customer service procedures with your employees. Include the proper procedures in your training sessions and manuals. Some examples of procedures would be verbally thanking customers after every transaction or sale. Greeting customers promptly and courteously when they call or enter the business is another important standard to establish.
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2
Assign a customer service point person to rebuild damaged business relationships or establish stronger ties. This would be an ideal job for the business owner or a trusted manager. This person should be responsible for collecting information about clients that will help personalize service. Information could be birthdays of clients, spouse names and interests or hobbies. Compiling this information should not be invasive but should be gathered from naturally flowing conversation.
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3
Use the information gathered by the customer service point person to keep in touch with customers. Send them birthday cards, anniversary discount coupons or a friendly phone call during a special occasion. Save the information in a spreadsheet or database on your computer.
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4
Set your business apart by being proactive on the troubleshooting. Contact a customer two days after his purchase and ask if he has questions about the product or service. Call again in two weeks to confirm his satisfaction. Call again in two months from the original sale date to verify the customer's satisfaction. Assist him if he has difficulty using the product or if something is not working properly. Do not send him to a hotline. Take care of him personally.
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5
Send seasonal cards like Christmas cards and Easter cards during those holidays. Send quality cards and sign them personally.
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Tips & Warnings
Tuck your business cards into the hands of your customers.
Return phone calls within 24 hours.
Never share personal information about your clients. Do not sell their information or email addresses.
Avoid sending "spammy" emails or calling too often. Customers should be thanked, encouraged to return and remembered on special days.
