I know there is a lot of talk about the importance of customer service and I think people generally take it for granted. Customer service can make a business, turn shoppers away or turn them into loyal consumers. Think back to when you are walking through Harris Teeter and you can not for the life of you find flour to bake with. So you ask an employee where the hell the baking goods are and guess what? Not only will they tell you where it is with a smile they will walk you down the aisle to where the flour is located and make casual conversation. This is great customer service they stop whatever they are doing at the time and help you find what you need so you can get in and out quickly… fairly quickly. I can not say I get the same level of service at a food lion or a Walmart.
It is this level of customer service that allows businesses to charge a higher price, inspire a greater level of customer loyalty or even win over new customers. For example, I recently purchased a domain from godaddy.com and had no intentions of using them for web hosting. I intended on finding a free web hosting platform to host the website I was in the process of building, However when I called them the customer service rep was very professional and friendly. I had a few technical questions he was able to answer quickly and I felt confident if I had any issues I would be able to quickly resolve them through godaddy. The free webhosting site didn’t have the same level of customer service or a 24/7 help desk. I was not comfortable saving money and getting myself in a bad situation as a result of it.
Another great example of customer service is the vape shop I tend to frequent more often than I would like to. The reason why I go out of my way to give them my money is simply put because of their customer service. I dont feel like I am simply making a purchase I feel like I am visiting friends when I walk in. I usually end up spending 15 to 20 minutes in the shop at a time talking to the owner and other workers. This level of customer service keeps me coming back and has turned me into a loyal customer. The loyalty rewards card doesn’t hurt either.
If you are a small business owner strive to have consistent and solid customer service and treat your shoppers like guest. This will give you a competitive advantage that is not easily replicated. In an increasingly competitive and sometimes automated world that human element can sometimes be all it takes to give you that competitive edge.