Customer service is a table stake

Who likes sitting on hold with a service provider? Not me!

I wanted information about my home insurance, so I gave my provider a call. I navigated through the series of automated choices carefully choosing the purpose for my call and remembering long-forgotten PIN numbers. Then I waited. And waited.

Despite the warnings that I would lose my place in the queue, I hung up after an hour. I was left frustrated, steaming and concerned that I may never get the answer I needed.

Customer service has a direct connection between your business and your customers. If you’re not getting back to your customers, they may not get back to you.

The importance you place on customer service is key to your business success and should be a big part of your operations budget. Here’s why.

Happy customers are loyal customers. Being responsive to customers’ needs flat out makes customers happy. When your customers are happy with the service you provide, they’re more likely to remain loyal to your brand.

Customers refer businesses they like. Are you happy with your lawn maintenance service, your plumber or maybe a delivery service? How many people have you told? When you’re happy with the service you receive, you’re happy to pass along the business name to friends and family when they’re looking for the same experience. Referrals are one of the best ways to generate new business.

Good reviews are easy to write. So are bad ones. You may not always take the time to write a review, but I’m sure there are times when you do. We live in a digital world where it only takes minutes for you to write a review and even less time to write a bad one.

Reviews help you analyze your business and determine what your customers want. They also help consumers determine who they want to engage with. When I couldn’t reach a service advisor on my call, the next place I went was to social media. Turns out I wasn’t the only one discontent.

Customer service is an investment. Chances are, yours is not the only business out there. Right? We compete through customer service. That’s why providing a great customer service experience is a table stake for any business.

Customer service doesn’t only happen on the phone. Every experience you have with a customer builds on the impression they’re making of you, your business, your brand.

As a business owner, you want your brand to stand out above your competitors. Remember the value you place on your customers and make sure they get the same value back.

How do you provide great customer service?