I like to say that great customer service is like the wings of a plane – you’re not going to get your business off the ground without it! Here are five mistakes that many entrepreneurs make in their customer service strategy without even realizing it that may be holding their business growth back. And I give specific actionable steps and techniques you can use to avoid those mistakes.
1. Not knowing enough about your customers
Are your customers a big question mark to you? You can’t meet the needs of your customers and prospects if you don’t understand what their needs are. Get as much information as possible about them.
How to find out about them:
- Send a survey or email – ask them what are their problems, what they need help with – so you can get focused how you can help them.
- Try to know them on a one-on-one basis with phone calls or in-person meetings.
- Call and ask them about them and their business.
2. Not showing appreciation
A very simple but effective way to show appreciation is to say “thank you” often. Remember that your customers don’t have to buy from you so it’s a great business practice to thank them for their continued support. Show them in whatever way possible how much you value their business.
How to thank them:
- Send occasional free offers and bonuses to thank them for their business.
- Send a hand-written thank you note.
- Give a gift specific to them – such as a book they would like.
- Give social media shout outs.
- Treat them to a cup of coffee and just spend time getting to know them.
- Be sure and thank them when they refer someone to you.
3. Not communicating regularly
This is about creating content that your contacts will find valuable. Keeping in contact is so important to growing your business because if you don’t send communications regularly, you disappear off your prospects’ and clients’ radar, and they will end up buying from someone else.
How to enhance communication:
- Send emails and/or newsletters and on a regular schedule.
- Post blogs and videos.
- Use live communication tools – webinars/teleseminars, online interviews.
But remember the “80/20 rule” – 80% of communications should be valuable content, and no more than 20% should be promotions.
4. Not following up
This is the other side of the coin of communication, focusing on responding to customers. Think of it as helping them, not selling to them, providing information that only you in your uniqueness can provide.
How to follow up:
- Think of what you can do each day to follow up with your contacts.
- Respond in a timely manner to comments on social media and your blog posts. Establish rapport so they get to “know, like and trust” you, and perceive you as an expert.
- Do what you promised – if you say you’re going to call or send something, be sure and do it as and when promised
5. Having a poorly designed website
Does your website look like this one? This is probably the worst designed web page I’ve ever seen! (Some identifying text has been blacked out.) And it’s worse live because everything is flashing and/or moving, and the eye has nowhere to settle!
If your visitors are confused and aren’t sure how to find out what they need to know about you, that’s bad customer service!
How to ensure your website is customer friendly:
- The design should be clean and not too busy.
- Your site should be easy to navigate so that visitors can find the Information they’re looking for easily.
- Make it about your ideal client and their needs, not about you.
[tweetthis]5 customer service mistakes entrepreneurs make-and how to avoid them![/tweetthis]
Your turn: What are other ways you create great customer service?
Deidra Miller
Customer Service and Administrative Consultant
