As a business owner, you necessarily have to interface with clients and customers. Regardless of the size of your business, customer service is situated at the heart of your enterprise model. New customers are important, but equally important are existing customers. These relationships need to be nurtured, and if done well, can prove very fruitful for your business. Granted providing good customer service utilises extra time, money and resources, but investing in these will develop positive word of mouth for your enterprise, keep customer satisfied and boost sales for your business. When companies do not understand or realise the need for good and strong customer service, it can spell doom for the business. But how do you tell when your business is headed for trouble? We list out a few warning signs below:
- You hear one too many complaints
This is the first and one of the most obvious signs to take note of. Customers could be dissatisfied with a particular service, product, delivery, the entire purchase process or just about any aspect that they’ve come into contact with. As a business owner, you shouldn’t panic. Treat all complaints as nuggets of information about your business and use this opportunity to innovate and grow. Do not look for stop- gap solutions, for they are only temporary in nature. Address the root cause of the complaint and redress it as best as you can.
- Communication gap Often if you’re a medium sized business, your business has within it more than one department. And given the fast paced nature of our professional lives, one department often doesn’t speak to the other, leading to a disintegrated customer experience. If this happens, re-draw the business lines of communication and process, thereby structurally enabling departments to co-ordinate with each other.
- Social Media becomes a risk In today’s digital age, businesses must keep up with trends and position themselves online as well. Social media is a great platform for customer’s to give feedback and for them to interface directly with representatives of the company. However, if you find yourself becoming wary of social media and thinking constantly about “what people will say”, then it’s time you took a long hard look at your online communication strategy. It is never a good idea to shy away from social media, but instead you should use it as an extension of your business and treat it with the same amount of care.
These are just a few of the warning signs you should look for in your business. The important lesson to learn is that customers are the backbone of any business. And it is in their satisfaction that your will tend to grow your business and gain more visibility and credibility. Therefore, do not ignore your customer service and go the extra mile by personalising your entire customer service process to make the customer feel that he is truly king.