Do you want to know the simple truth about delivering great customer service?
Before you can treat your customers right, you must first treat your employees right.
(If you are the owner, that means treating yourself right!)
Happy employees create happy customers.
The only other thing you need to do is give your employees permission to use their initiative.
Give your employees the freedom to go above and beyond for a customer.
Let your employees know that if they see an opportunity to do something great for a customer that they should go ahead and do it.
It could be something quick and simple, like offering to help an elderly customer unload their shopping from the car.
Or it could be something like buying a customer a bottle of their favourite wine after a job has completed.
Of course, when it comes to things that cost money, I’d suggest you set your employees guidelines on what they can / can’t do.
I believe a good rule is as follows:
If it costs less than £10 to solve a complaint, or delight a customer then just do it.
Anything more expensive needs to have authorisation first.
And at the end of each month review what you and your team have done in the pursuit of great customer service and run through which ideas should / shouldn’t be done again.
Remember not to reprimand employees for doing something you don’t agree with. You don’t want to throttle their initiative.
Don’t make your employees scared to try things. Fear of failure holds back too many people and too many businesses.
Try to create a culture where your staff feel free to experiment with ideas without fear of losing their job!
For a great book about the power of customer service and how you can use it to grow your business check out:
Delivering Happiness: A Path to Profits, Passion and Purpose
Get it from Amazon here:
It is superb!
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