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Make sure that ALL your employees understand that the customers are #1. |
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Never, never argue with a customer. |
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Treat EVERYONE as a potential customer. |
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Don't use a telephone answering machine or a voice mail system unless absolutely necessary. Customers like to talk to real people, not machines. Think how irritating it is for you to wade through the typical voice-mail "menu." But, choose a machine over an answering service. With a machine you know what will be said to the caller. |
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Answer the telephone by the second ring. |
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Say "Thank you" frequently ... be courteous. |
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Provide something free (coffee, bagels, pens). |
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ALWAYS return telephone calls promptly. |
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Answer your own telephone. |
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Handle all complaints quickly and personally if required. |
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Install a complaint "hot line" for customers to use. |
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Make your product/service easy to purchase. |
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Arrange for purchase by credit card. |
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Have an "open house" periodically. |
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Provide free samples. |
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Sponsor a free lecture. |
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Don't oversell (don't be a pest but be there when needed). |
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Call your own office from time to time just to see how you're treated. |
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Go the "extra mile" for your customer. |
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Don't ever blame anything on a "computer problem." |
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Have a sale just for "preferred" customers. |
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If you deal in an expensive product or service with few customers, follow up each sale with a telephone call or written communication. |
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Use customer satisfaction surveys. You will always learn something that is surprising. |
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Stay visible within your community (volunteer your time, join toastmasters). |
