Download Delighting Your Customers by Owton A. PDF

By Owton A.

Your dating together with your shoppers is perhaps the most very important you are going to ever have. No company can continue to exist with out them, and attaining buyers is a huge problem for small businesses. This e-book provide you with recommendation on key concerns corresponding to: knowing your shoppers, making a customer support technique, hiring definitely the right humans, establishing and imposing grievance methods, and including a private contact.

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You could argue that small businesses have many advantages over large corporations in terms of keeping 36 09:57:24:07:07 Page 36 Black green Page 37 Black green MAKING A POSITIVE IMPRESSION their customers happy, and I’ll be looking at these in more detail in Chapter 7. We’ve all experienced good customer service, just as we’ve all been on the receiving end of poor customer service that has made us angry, frustrated and often determined never to give the company in question our business again. When we talk about ‘customer service’, shops, hotels and restaurants are often the first businesses that spring to mind because they are in the service industry.

53 09:57:24:07:07 Page 53 Black green Page 54 Black green DELIGHTING YOUR CUSTOMERS I once changed my laundry supplier because the delivery man was rude to me on several occasions. His response to the news that I had given my business to another company was: ‘Good. That’s one less call I’ll have to make’. It didn’t seem to occur to him that if other people also decided to change supplier because of his attitude, he might end up without a job! His attitude may not have been entirely his fault, though.

Good staff retention — staff are encouraged to reach their full potential within the business. Weaknesses Lack of delegation in some areas. Hiring the right staff (even though we retain staff well, recruiting the right people in the first place 23 09:57:24:07:07 Page 23 Black green Page 24 Black green DELIGHTING YOUR CUSTOMERS continues to be a major challenge for many small businesses, including mine). Getting staff to accept and implement change. Lack of parking space. Opportunities To increase our share of the niche market we target.

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