HAPPY NEW YEAR!!!
In many social and religious circles the number "8" represents new beginnings. This is a welcomed message to many small business owners who barely made it through 2007. Last year represented many challenges for a number of my clients ranging from stagnation to procrastination. Opportunities were missed due to poor preparation and others totally slipped through their fingers. As we move into the second week of 2008, I want talk about a "new beginning" in the way you do business.
It is hard to argue the fact our economy is slowing down; this can be attributed to higher fuel costs, food costs, a shrinking credit market and many other factors, but the underlying affect is greater competition for your customers’ dollars. Consumers are having to budget their expenditures more closely and rate the importance of each purchase, which may affect how much money they spend with you. My suggestion for a new beginning would be a return to superior customer service!
What Happened to Customer Service?
In the months and years following the "dot com" bust, companies were forced to downsize and use technology to provide an acceptable level of service to their customers. When you add in September 11, 2001 and the ensuing recession, most small businesses either folded or reduced their service and selection to practices that allowed them to remain viable.
Consumers during this economic downturn became tolerant of poor service because they understood how difficult it was for businesses to exist at all, never mind at high levels.
As time moved forward and the economy began to improve, many business owners did not take the extra earnings and invest in employees who could be trained in restoring quality customer service. Instead better equipment and technology were purchased to further increase profitability and the customer was left waiting for a renewal of appreciation.
A New Beginning
In 2008, the smart business owner will return to quality customer service. They will begin with incentives such as frequent shopper coupons, customer appreciation sales, and other "Thank You" type promotions to let the customers know they have not been forgotten.
Next will be service after purchase. If your customer has a compalint or concern, it should be viewed as an opportunity to provide support for the peope who do business with you. Get rid of the voice mail and let your customer speak to a real person. Call centers and answering services have become very reasonable in price and you can find companes that will let more than one business share an operator pool.
Finally, even if it costs you a small amount of profitability, give the customer the highest quality product you are able to produce everytime. There should be no flunctuation in quality or product or service…ever! This type of dedication on your part will be rewarded with repeat and referral business, growth in yearly sales and a reputation for treating your customers as you would treat your family. Take the time to make 2008 a new beginning for your company and I wish you great success!!