Best Digital Marketing Company
small business, sop creation, Standardized Process, virtual assistant services

Best Customer Service Practices for Your Business

If you’re looking to provide value, retain customers, present business value, or reduce employee turnover, you must provide exceptional customer service to your customers. It is not only the business owner’s responsibility to focus on customer service, but the responsibility of the entire team. Customer service is especially important for small businesses as you are working hard to gain new customers and keep them coming back. Have you ever walked into a retail store or a restaurant and the staff seems to be miserable and is not at all eager to cater to your needs? How likely is it that you will return to this establishment or leave them a good review? Not very likely. As business professionals, we need to ensure that all our customers receive the utmost respect and care, as they are the reason we are still in business and we would like them to continue doing business with us. Surveys actually show that customers claim that they are willing to spend more with businesses that provide a positive service interaction. We’ve gathered some tips that will help you consistently provide excellent customer service and will allow you to exceed your customers’ expectations.

Know your product/service:

In order to sell your product or service, you need to be familiar with and have an expansive knowledge of it. If a customer comes to you with a concern or doubt, you must be able to discuss features and give valid insight into the product or service. It’s your job to upsell and provide value to your customer. As a business owner, it is important to keep in mind that you have the ability to offer a solution to a given problem. Make it your goal to know the ins and outs of your product or service so that your customer chooses your business instead of your competitors. However, avoid making any false promises or guarantees. We want to make sure we are always being genuine and truthful with our customers. 

Be Present and Attentive:

This is arguably the most essential part of customer service. In this day and age, we live in a very fast-paced environment. That being said, when a customer is left waiting for a response or doesn’t receive attention in a timely manner, it is unlikely that you will be their preferred choice in business. Whether it is in person or online, you must remain attentive to your customers at all times. Taking hours to respond via phone, email or social media might lead to the customer looking for other options. We want our customers to know that we value their time and preference. That being said, place focus not only on responding quickly but also on resolving any issues they may have in a timely manner. 

Keep a Positive Attitude:

The golden rule applies to customer service. Treat your customers the way you would like to be treated, with respect. Your attitude is everything and we never want to come across as rude or dismissive to our customers. It is inevitable that we will come across difficult or sassy customers. However, we cannot allow this to affect how we treat our customers. When a customer is perceiving our attitude in person, it is important that we keep a positive tone of voice, proper body language, and an inviting facial expression. This is much more difficult to present when communicating online with a customer. Consequently, we must go the extra mile when handling customers online. Always use positive language and focus on what you CAN do for the customer as opposed to what we CANNOT do for them. Make sure to always thank your customer for doing business with you. 

It is no secret that customer service should be a top priority for you and your team. Consider monitoring the communication styles of your employees to make sure all your customers are being treated equally and fairly. Listen to the feedback you receive from customers and adjust your customer service communication styles accordingly. Direct communication with customers can sometimes be difficult if the customer isn’t cooperative or understanding. Remain patient and trust in your ability to be the solution to their problems.

Small Business Marketing Agency
Implementation, SOP, Standardized Process

Why Companies Need an SOP Process

Picture this: You’ve opened up the business of your dreams. Everything seems to be running smoothly, but as you progress and grow, you will slowly be changing the procedures and guidelines in your workplace. New employees will flow in and out. Through this process, it is important to maintain a formalized process in order to improve efficiency and productivity for your business.

While you may have confidence in your team, it is essential to keep everyone on the same page when taking on daily tasks. So, how can you keep your business running like a well oiled machine? If you don’t already have Standard Operating Procedures (SOPs), you may want to consider implementing them. 

What are SOP’s?

They are documented processes that a business puts into place to ensure tasks and daily activities are executed properly and efficiently by all team members. SOPs can be in the form of written out steps that highlight, in depth, the procedures and expectations that are to be delivered consistently. SOPs for all businesses will vary in regulations and operations, but ultimately, the goal is to keep your growing company running smoothly as is undergoes industry changes and development.

So why do you need SOPs and how can you get started? We’ve gathered a few reasons why your company can benefit from Standard Operating Procedures and our favorite app for adapting this business tool. 

Produce Results

To have a successful business it is important to remain consistent. In order to do so, SOPs can help your team members follow standardized procedures that will yield better results and lower risk of error. Considering every person works and learns differently, having the same guidelines and regulations set in place for everyone to learn will increase the chances of tasks being performed correctly. 

Better Employee Training 

When new employees have a detailed guide for success, this will make the training process and management of new hires much smoother. While learning through experience is beneficial, having the knowledge of how to properly deliver results can heighten confidence and improve ability to accomplish tasks with little error. 

Find Flaws 

When testing your procedures through SOPs, you open the door for improvement. As you are always working hard to improve your business, by laying out your procedures for others to follow, you can pin point what adjustments you need to make in order to keep your business running productively. 

Trainual

An amazing tool that can get you and your team started with Standardized Operating Procedures is Trainual. Trainual is an amazing tool for gathering all your SOPs and having them be easily accessible to your team. With a variety of templates and widgets, simplifying your standardized procedures is quick and easy. Here at Life By Design, our team members are skilled in designing SOPs for all business types.

Don’t know where to start or what SOPs you may need? Let us help you get started. Contact us HERE.