Small Business Tax Center
Small Business Ideas, Grants &
Plans to Start & Run a Business:

Small Business Grants
CyberSchmooz
Network in Cyberschmooz Community Ask Questions Questions and Answers Share Tips Small Business Ideas List Your Business Business Advice from Idea Cafe Experts Coffee Talk with Experts Starting A Business Business Plan Biz Planning | Sample Plans Small Business Ideas Idea Name Your Biz Name Plan Your Biz Plan Financing $ Starting a Business Do It! Running your Business Marketing Tips Promotional Merchandise Marketing Tips Marketing | Sales | Customers Human Resources HR | Employees | Contractors Legal Forms & Tax Information Legal | Biz Forms Managing a Business Managing | Operations
Financing Resources Financing Your Business E Commerce & Webhosting eCommerce Take Out Info Trade Publications FREE Trade Publications Business Books Biz Books Your Own Business Small Business News Small Biz News Gen X Biz Gen X Biz Work at Home Work @ Home Business Information The Fridge - Biz Info on Ice Destress Send Awards Send Awards & Greetings Yoga At Your Desk Yoga @ Your Desk Fun Guide Guide to Find FUN Online About Idea Cafe Press Idea Cafe has received Idea Cafe in the News Idea Cafe's Kudos Kudos for Idea Cafe Advertise on Idea Cafe Advertise on Idea Cafe Privacy Policy Privacy Policy Contact Idea Cafe Contact Idea Cafe Link to Idea Cafe Link to/from Idea Cafe Join Idea Cafe
Search Idea Cafe Site Directory Site Map Online directory to business resources Biz Web Guide



Expert Answers to Biz Questions

Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.

color business bar

How to Earn a Reputation for Service Excellence

 

Small businesses need to work hard to keep customers coming back. With so many big companies to compete with, the small business’s advantage is often service-based. Big corporations have a reputation for being uncaring, so when people come to your door, they’re looking for something extra. That’s a tough call for you. You must not only match the performance of bigger organizations - you need to give your clients a better customer experience. Keep these tips for achieving and maintaining service excellence in mind on your journey to success.

 

1. Always Keep Your Promises

You may have the best intentions in the world, but we all know what the road to hell is said to be paved with. Good intentions are a fine start, but it’s the way you fulfil promises that will be a make-or-break for your customers. Things like choosing reliable couriers and good suppliers will be crucial to your business’s reputation for good service.

 

Note that both of these services are outsourced and therefore outside your direct control. Although it may seem a little unfair, any failures on their part will be laid at your door. As for the processes you directly control, it's important to ensure that they are aligned with the promises you’ve made.

 

2. Keep it Personal

Part of the pleasure of dealing with smaller companies is knowing who you will be dealing with and being recognized as an individual. Even the bigger firms are working on this. They use advanced software to track customer interactions so that their customers can feel as if they have some form of recognition.

 

In smaller businesses, Customer Relations Management (CRM) software can also be useful. But you can go beyond that. For example, the small customer of a big firm can’t expect to have access to the CEO, but in smaller businesses, it’s possible for the owner or manager to be accessible to clients.

 

Your clients can also build relationships with your salespeople. Do you feel special when you are greeted by name when you enter a local store? Your clients will feel it too.

 

3. Hire the Right Frontline Staff

Frontline staff are employees who directly interact with clients. While a production-line employee can get away with being a little taciturn, you need friendly and outgoing people to interact with your clients. They should be willing to go the extra mile to help customers, and you should make it easy for them to do so.

 

Good frontline staff should be able to work under pressure too. Not all customers are “nice” and customer-face need to be able to handle difficult customers and complaints with as much courtesy and aplomb as they handle easier-going customers. The importance of good frontline staff cannot be emphasized enough. No matter how efficient your service is, the people your customers deal with to get it will be the factor that leaves a lasting impression.

 

Even When You Can’t do More or Charge Less Than Your Competitors, do it Better

Unless what you do is very unique and leaves prospective clients with no alternatives, service excellence is essential to being competitive as a small business in a big business world.

 

Contrary to popular belief, lower prices aren’t necessarily the deciding factor. A survey published by PwC showed that consumers are willing to pay up to 16 percent more if they know they’ll get excellent, and above all, personal service. As a small business owner, you’re in a unique position to capitalize on that. Don’t miss the opportunity!

Google      

Small Business Tax CenterIdea Cafe HomeSign UpBiz Grant CenterCyberSchmoozCoffee Talk with ExpertsPeople in Biz ProfilesStarting Your BizBiz PlanningRunning Your BizFREE Trade PublicationsMarketingFinancing Your BizHuman ResourcesLegal & Biz FormsManaging Your BizeCommerceYou and Your BizGen XWork@HomeThe FridgeDe-StressSend an AwardSend an eGreetingYoga @ Your DeskWeb GuideIdea Cafe in the NewsAbout Idea CafeAdvertise on Idea CafeContact UsPrivacy PolicySite MapSmall Biz News

Copyright 1995-2020, Idea Cafe Inc. Downloads are for personal use only, not for resale to others, and may not be reprinted in any form without written permission from Idea Cafe Inc.

DISCLAIMER: We hope whatever you find on this site is helpful, but be cautioned that it may not apply to your own situation, or be totally current at any given time. Idea Cafe Inc. and all of its current and past experts, sponsors, advertisers, agents, contractors and advisors disclaim all warranties with regard to anything found anywhere on this family of websites, quoted from, or sent from Idea Cafe. and its related sites, publications and companies. We also take no responsibility for comments published by others on these pages.

TRADEMARKS: The following are Registered Trademarks or Servicemarks of DevStart, Inc.: Idea Cafe®, Online Coffee Break®, The Small Business Gathering Place®, Take out Info®, Biz Bar & Grill®, Complaint-O-Meter®, A Fun Approach to Serious Business™, CyberSchmooz™, and BizCafe™.