Remarkable Customer Service

Your customer service needs to be remarkable. That means that your customers will ‘remark’ on it to others-their friends and business colleagues. Remarkable customer service equals great word of mouth marketing-at no cost to you.

Yet too often we find small businesses not providing remarkable customer service. I recently read Dan Kennedy’s Column in the Sacramento Business Journal. He relates a story of being in a fish market a friend of his no longer goes to because of the poor customer service he received a couple of years previously. Mr. Kennedy thought he’d bring this up to the manager now to see how he would respond. The manager blew him off with “that was two years ago…you know about dealing with customers…I don’t see what I can do at this point.” Nothing more.

Mr. Kennedy states that the business owner should have encouraged him to ask his friend to come in to the store to see him. He should have shown that he cared.

This happens all too often. A customer lost, maybe more if that customer then leaves and bad-mouths the business. What could be done to turn this around, keep the customer and create remarkable service? It doesn’t take much. A small personal gesture can make all the difference. In fact, a customer that has a problem solved to their delight is much more likely to tell others about your remarkable customer service.