Customer Service

Every day I am on the receiving end of poor customer service. It happens in restaurants, in grocery stores, department stores and even doctor’s offices.

It drives me crazy because it is all so unnecessary.

Today is the time for businesses to be looking to convert casual customers and clients to loyal fans and supporters. The number one key for doing that is excellent, five-star customer service.

Now, I do not blame the employees for this bad service. I hold the owners and managers responsible.

As a longtime manager, and as a customer, here are a few things an owner/manager can do to improve their customer service…

• Treat your employees with respect and they will treat your customers with respect. Treat them like they don’t count and they will treat your customers the same way.
• Your attitude is mirrored by your employees. If you are miserable, angry and/or frustrated and walk around all day frowning and scowling, so will your employees. If you smile, great people like you are happy to see them (which you should be) and are pleasant to be around, then, more than likely, so will your employees.
• Hire slow and fire fast. Take your time when hiring employees. Don’t just hire ‘bodies’. And, when someone isn’t working out and you’ve worked with that person to resolve the issues, get rid of them. One bad apple can ruin the bunch.
• Don’t assume ‘experience’ means anything. How will you employees know how you operate your business and what you expect unless you tell them? Don’t just stick them behind a counter or a phone and expect them to treat your customers the way you want them to be treated. Work with your employees, train them, explain to them what their role is and how they contribute to the organization as a whole. Take the time to build a team, a community with your employees.
• Treat everyone like a customer. This means your employees, your suppliers, the delivery man, the maintenance man, etc. Everyone you come into contact with is a customer…and your employees should have this same philosophy, too.
• One more thing, when you are at work…work. It’s not a social hour, or study time. Make sure your employees understand that while they are on the clock and you are paying them that their whole focus is the job and the customer. Teach them to be present in the moment.

As an owner or a manager your customers and clients are who keep you in business. Remember that your employees are a direct extension of you and your business. Help them make the best possible impression and they will help you build long-term customer relationships and loyal fans and supporters.