Great Customer Service Means Loyal Clients & Better Earnings

Meet Ben

Business owner for 15+ years, web designer, and online marketing specialist. Providing practical advice for starting & growing a 
6 Figure Home-Based Business

great small business customer service
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As I've interacted with customers over the past 20 years, I've learned that the road to success isn't just about having the best product or the most innovative service.

It's about how you treat your customers.

Improving small business customer service is often overlooked because people are busy handling the daily operations. Though, I'll bet you remember the companies that put you through a miserable experience.

A staggering 89% of customers have switched companies because of a poor customer experience.

Harris Interactive

That's a statistic no business owner can afford to ignore.

Here's my best advice

Your skills and service don't have to be the absolute best in the world; people want someone who will stick around, know their needs, and be there when they require help.

This approach has been the cornerstone of my web design and internet marketing business for over a decade. Focus on improving customer service if you want to earn more as well. It's often the fastest way to increase your income because people are open to paying more for a great experience or connection.

Customer service is becoming a lost art. The bar is getting lower and lower for you to stand out easily.

Seriously, have you been to a store recently, and someone is checking you out at the register while completely engaged in a conversation with a coworker? I'm guessing you've experienced this. How did it make you feel?

By focusing on exceptional customer service, you can differentiate your small business and build a loyal customer base that will support your growth for years to come.

Customer Communication Tips

In the realm of small business customer service, communication is king. It's not just about what you say but how and when you say it.

These tips may seem like common sense, but I personally interact with many people that don't practice these basic skills.

  • Respond promptly across all channels: Whether it's email, phone, or social media, aim to reply as quickly as possible. A fast response shows that you value your customers' time and concerns. Still keep strict business hours, so you don't train people to think you are always available.
  • Listen actively: When interacting with customers, give them your full attention. Repeat back their concerns to ensure you've understood correctly. This simple act can prevent misunderstandings and show your commitment to addressing their needs.
  • Keep customers informed: Don't leave your customers in the dark. Provide regular updates on their orders, queries, or ongoing projects. Even if there's no significant progress, a quick check-in can reassure them that they haven't been forgotten.
  • Be professional, but personable: Strike a balance between professionalism and friendliness. Use the customer's name, and don't be afraid to inject a bit of personality into your communications. This approach can help build a genuine connection with your customers.

Remember, every interaction is an opportunity to strengthen your relationship with your customers. By working on clear, prompt, and attentive communication, you'll set your small business apart in a world where good customer service is increasingly rare.

Empathize and Relate

customer service tips small business

Empathy is the secret ingredient that can transform good customer service into great customer service. It's about putting yourself in your customers' shoes and truly understanding their perspective – relate to their current state.

Here's how you can master the art of empathy in your small business:

  • Acknowledge emotions: Whether a customer is frustrated, confused, or excited, recognize and validate their feelings. A simple “I understand how frustrating this must be” can go a long way in diffusing tension and building rapport. Mirror excitement and stay calm to diffuse.
  • Practice active empathy: Don't just imagine how a customer might feel – ask them. Use phrases like “How has this situation affected you?” or “What would an ideal solution look like for you?” This approach shows that you genuinely care about their experience.
  • Be patient with difficult clients: Remember, behind every “difficult” client is a person with their own stresses and challenges. Take a deep breath, stay calm, and approach the situation with understanding. Your patience can turn a potentially negative interaction into a positive one.

This emotional connection is what turns one-time buyers into loyal, long-term clients who will sing your praises to others.

Go the Extra Mile (Without Burning Out)

Going the extra mile in a world of mediocre customer service can set your small business apart. It's about exceeding expectations in ways that create memorable experiences for your customers. Here's how you can do it effectively:

  • Personalize your service: Use what you know about your customers to tailor your service. Remember their preferences, reference past interactions, or acknowledge important events in their lives. This personal touch shows that you see them as individuals, not just transactions.
  • Offer unexpected bonuses: Surprise your customers with occasional upgrades, discounts, or small gifts. A handwritten thank-you note or a small freebie with their order can leave a lasting positive impression.
  • Anticipate needs: Try to foresee and address potential issues before they arise. For example, if you know a product often confuses first-time users, proactively send out a helpful guide or video tutorial.
  • Follow up after resolution: Don't let your interaction end when the problem is solved. Follow up a few days later to ensure everything is still working well. This shows ongoing commitment to their satisfaction.
  • Create a feedback loop: Regularly ask for customer feedback and, more importantly, act on it. When you implement changes based on customer suggestions, let them know. This shows that you value their input and are committed to continuous improvement.

Remember, going the extra mile doesn't mean burning yourself out. It's about finding sustainable ways to exceed expectations. Start small, be consistent, and you'll see the impact in customer loyalty and word-of-mouth referrals.

Customer Service as a Competitive Advantage

In my years of running a small business, I've learned that exceptional customer service isn't just a nice-to-have – it's a powerful competitive advantage.

Every interaction, every touchpoint with your customers, is an opportunity to build trust and loyalty – or risk losing them forever.

My mission in all my work is to serve people well, which has never led me astray. I encourage you to do the same. By focusing on clear communication, practicing empathy, and finding ways to go above and beyond, you'll not only retain customers but also turn them into enthusiastic advocates for your business.

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Meet the Author

Ben Coyour

As a home-based business owner consistently earning over 6 figures, I built this site to help you start your own at home business fast and make it profitable. I also share time-saving tips to help you focus on what truly matters in life.

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