Good customer service is the staple of any business, whether you have an online store or a regular brick-and-mortar. It is what brings customers (and their friends) back to your business and often creates brand loyalty. It’s one of the easiest and most budget friendly ways to win customers and keep them happy. So why do so many fail or neglect to do this? As a customer myself, here are some of the slip-ups that I have seen businesses making:
- Questionable or Too Strict Return Policies. Stand behind your product. If it’s defective, make the situation right! Most people aren’t trying to rip you off; they just want their item/product/service to work or be useful. If it isn’t, fix it. Plain and simple. Replacing the item or refunding his or her money will cost you a whole lot less than an unhappy customer that tells everyone and anyone.
- Rude and Less-Than-Helpful Staff. Chatting on the phone while you have customers waiting or having your staff more eager to fill empty shelves than serve customers is just bad. We recognize that you may have product that needs to be re-stocked or cleaning that needs to be done. However, it would be a more appropriate to tend to those duties in between customers, not while they are waiting. Chances are if you don’t have customers, you won’t have a job. Friendly staff = happy customers = more $$
“The customer’s perception is your reality.” -Kate Zabriskie
- Cluttered and Messy Stores. There are definitely ‘small’ retail locations. Some that you probably would want to leave the kiddies at home to visit. Regardless of whom you tote with you on your shopping trips, albeit a toddler or extra-large purse, there should always be room to move around comfortably. There’s nothing worse than having to step over items on the floor or navigating yourself through an obstacle course of clothing racks and display stands. Even the prettiest of frocks will get missed. As customers, we understand that products that don’t get seen, don’t get sold. However, please don’t use this as a motto to advertise every product you currently have in stock. This is an accident waiting to happen, especially for us clumsy people out there. Or if we are so brave to bring our children with us while we shop. Try to keep your business looking neat and tidy, even in the bathroom. Inevitably, the day you dump your day-old coffee down the sink and neglect that full garbage can will be the day that someone has a bathroom emergency.
- Bad Business Hours. Keep in mind that nine-to-five isn’t always perfect for everyone. Especially people who also work nine to five. At the very least, try to offer flexible weekend hours. Dedicate one evening a month to being open late, such as “Midnight Madness,” to try to reach out to the customers that can’t generally make it Monday to Friday. Personally, I enjoy shopping in the evening as I can leave my children with their dad and can shop uninterrupted without fear that my kids will beg and plead with me to buy them something. Great hours are a win-win for everyone.
- Lack of Parking. Understandably, sometimes this is out of your store’s control and there’s not really much you can do about it. That’s when it’s a great idea to let the customers know how much you appreciate them stopping by. If you’re in a position to offer them a small discount or coupon for future use as a token of gratitude, then do so. It’s just a nice way of saying, “We value you as a customer!” This is especially prevalent in places that use overzealous parking inspectors to ticket customers if they go 5 minutes over their allotted time. When that sort of irritation keeps happening, many people might just find somewhere else to shop.
It doesn’t take a lot to keep a customer happy and it’s cheaper than advertising in the local paper. Be nice. Hire pleasant staff. Listen to your customers. Reward Loyalty. It really can be that simple!
“Always do more than is required of you,” -George S. Patton
Isn’t this a better commandment to live by?
Love the Patton quote. You just can’t go wrong with that policy.
Very true, indeed! Having worked in customer service, myself, and having since been on the other end, I am very sensitive to great customer service. If I do not get good customer service, I will let a manager know, so that they are aware and they’re almost always very appreciative and even offer coupons or discounts for your next visit.
This is more than true and so sad many places are ran like this. You hit it dead on with this one! Maybe they could all learn from you!!!
You give some good advice. More companies should take heed to them.
Also, a messy website is a huge no-no! No one wants to be bombarded by clutter while trying to find useful information!
I would agree:)
Great points! I get frustrated when I go to a store and it doesn’t seem like there’s any one there to help me. And happy customers will bring more people in than an ad in the paper!
Great post! I am a BIG believer in GREAT customer service!
Yep… all of those drive me crazy. Especially rude and less-than-helpful staff. Bad business hours are also a pet peeve of mine.
Nothing worse than bad customer service!!! Hopefully people in customer service will check out this blog!! LOL
It is true. I have worked in customer service for years and it is not that hard to be helpful (in most cases) 🙂
After spending many years in customer service, i have to admit i may have some high standards when i am the customer now, i know its not hard to just be nice and attentive . Sometimes it feels like finding a nice and helpful employee is impossible. Customer service means a lot to me, one thing i try to do it whenever i find someone who is really helpful or nice or went that extra mile for me i try to find a way, like on a comment or survey, to make it known how well i was treated and that i do appreciate it. Great customer service is what keeps people going back. Great piece and i hope lots of people will read it and maybe take some new knowledge away with them 🙂
You really need to bring this to businesses and let them read this and learn it. i find it hard to find good workers .i really do not know how most people stay employed now a days