Partner Article

Customer service is key

As businesses continue to struggle through the negative change in the economy and adjust to the effects of the recession, we learn that there is a need now more than ever, to focus on customer retention and satisfaction. As well as having a focus on sales & marketing activity, businesses need to recognise the long term value of customer relationships and improve communication with their clients.

People want to be looked after, to feel special – not just a number. Some businesses recognise this and have the process mastered. For example, I only ever use one retailer when looking for new jewellery and I will always recommend them! First, they make me comfortable and offer me a cup of tea (with a chocolate on the side) before asking what I’m interested in. They then offer me a selection of products often up-selling by slipping in a slightly dearer option to tempt. They then leave me to ponder while taking away my current jewellery and giving it a good clean – free of charge. Listening to the conversation between myself and my husband and seeing that payment may be a struggle, they offer different options in order for me to get what I need while allowing them to make a sale! Although I know that this is all for the sale and part of their lure – I love the service, the spoiling and the fact that I don’t feel like just a number. On top of all this their after sales service is great too. When a bracelet link broke I returned to the store expecting them to send it away for repair. Imagine my delight when they presented me with a brand new one.

We all like to feel that someone cares and I’m sure it’s not just me that remembers a time when someone went the extra mile. It does make a huge difference!

At R&B Group, the majority of our custom throughout our 21 years in business has come through word of mouth referrals ie: clients that recommend us to others because they’ve loved the service, product or value that we provided. No matter how your customer finds you, the important thing is that you really look after and grow your relationship with them, providing first class customer care. You want them to tell everyone about the personal service and level of care your business gave – doing some of your selling for you!

In order to continue to succeed, in what has become a fairly competitive business world, customer service must be considered a big part of any business strategy. It’s time to concentrate on personalising your service and offer more than satisfying experiences.

This was posted in Bdaily's Members' News section by Kate Lambert .