Customer service is vital to any business but a small business should really focus their energy and resources on this department. Making this a top priority is vital for a small business because it’s what will attract new customers to you over the competition and retain your current clients the best. Clients take customer service seriously and notice when a company puts little effort into their customer service abilities.
Not only are these customers losing customers but they are hurting their own reputation and sales by paying little attention to this part of things. Getting a lost customer to come back to your company is much harder than keeping your current customers happy. Here is a look at this and other reasons why customer service should be a top investment in your company’s resources.
Why Investing in Better Customer Service is Essential
Along with the fact that regaining your unhappy customer’s business is nearly impossible and retaining happy customers is much easier to do, there are many reasons why investing in better customer service is a smart move. It’s important to always remain professional and positive to your customer base so that they will always feel comfortable interacting with you.
Most times customers want to give their money to the company that is going to take care of them, even if a product or services comes at a higher cost to get this. Their loyalty is not going to be based on your great products; it’s going to be based on how they felt when dealing with your company. Most consumers feel that companies in general are helpful but don’t do anything extra while few people will say that companies exceed their expectations with customer service.
Your Customer Service is a Reflection of your Company
Most customers look at your customer service as an extension of your company’s core values. They want a company to earn their business and this is done through superior customer service. Worry less about advertising and earn your client’s business through top-notch customer service to them and those that refer them to you. Customers will be loyal if treated right and they will refuse to do business with someone that is known for their poor customer service.
They Will Tell Their Friends
If a customer has a great experience with your company, they will tell their friends. A bad experience will more than likely get blasted on social media. Be careful how you treat your customers to avoid this and be sure to go above and beyond so that they’ll tell other potential customers about your kindness.
They are more likely to share about a poor customer service experience than a great one which is lethal to a company. That customer’s goal is to help others avoid the same experience they had so be sure to make sure your company is completely satisfied before they walk out the door.
They’ll Spend More to get the Great Service
Customers are more likely to spend money with a company that is going to treat them really well than to save money on the same thing with a company that is just average. They want the excellent customer service experience and will pay more to have a positive experience.
They’ll Walk out Before the Sale is Final
If a customer is truly unhappy with a company, they won’t even complete a sales transaction. Poor customer service will cost you in sales. It’s been surveyed that over half of US consumers have left a business before completing a transaction due to poor customer service. Even if your product or service is amazing, there’s at best a 50/50 chance your customer will even finish the purchase if they are experiencing bad customer service.
Keep these findings in mind when determining how much of your resources should go into your customer service department.