May I Help You?: Great Customer Service for Small Business by Jillian Mercer

By Jillian Mercer

9 ideas for delivering reliably stellar companies to consumers, either new and previous, are specified during this consultant written for small company proprietors. principles comprise delivering excessive criteria of provider, offering buyers with info, being open and sincere, delivering offerings, consulting with buyers, being courteous and invaluable, making issues correct for patrons, and delivering price for cash. Anecdotal suggestion tackles tough customer support concerns. Designed to aid small companies resolve the mysteries of the carrier transaction, this publication guarantees that consumers are pleased with provider and never simply the abilities and items being bought.

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Finally, because of all the other things that were wrong, the service speed was slowed right down (Rule 1). May I Help You Text pages 9/5/03 5:18 PM Page 39 RULE 3: BE OPEN AND HONEST WITH YOUR CUSTOMERS Cost of services People need to know the cost of doing business with you. And they want to know earlier rather than later. Price is a key differentiator between businesses. However, most people who can afford to will pay a premium price if they feel the product and the service match the price. The important thing is to tell customers about the cost of your goods and services as soon as possible.

They can then decide whether to choose another time when they won’t have to wait so long. Or they can be prepared with a book to read, or some other activity to fill in time while they wait. Opening times and hours Information about opening times needs to be consistent and reliable. Do you have customers turning up at odd times and displaying irritation about your inaccessibility? It may be an indication that you are not being clear about the times you are available and/or open for business. There are several ways to sort this problem out: ᭿ ᭿ ᭿ Have clear, simple ‘opening times’ signs displayed around the building.

Fortunately, I was able to request an inspection by a government water authority inspector at no cost. The water authority inspector found many very basic faults with the whole plumbing job (including an overflow pipe under one bathroom floor that was not connected to the drainage system). As you can imagine, this was not what I had expected with a job costing 30 per cent more than quoted by other contractors. Broken rules 38 So what were the broken rules in this example? First, the plumber failed to be open and honest about who would do the job—he later admitted that an apprentice did most of the work.

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