When you run your own business you already realise that there is stiff competition out there. What can set you apart is the quality of customer service that you provide. In fact, it can make or break your business.
If you are active on the internet you will undoubtedly come across many stories of poor service. I often see posts from business owners complaining about their suppliers and the way they miss deadlines or bump prices to take advantage of them. Sometimes I see those same businesses doing the same thing to their clients as they try to claw back their lost profits. What do you think happens then?
Your clients talk. They talk loudly about the way you have treated them. They post on Facebook and Twitter. They tell their friends. They even write to newspapers and complain. That should not come as a surprise to you. Oops, there goes your business……
Why would you risk everything over a few dollars? Sometimes it’s a better decision to accept the loss and know that your client is going to love you. Look at it as an investment in your reputation – a form of advertising. Your clients will spread the word about how wonderful you are. Word of mouth should be your best friend, not your nemesis.
What does your customer service say about the way you value your clients?