Excellent customer service!

This blog post isn't talking about excellent customer service that you provide as part of your business - although that is very important and at the very top of your priorities.

I'm talking about the excellent service you receive from others - more specifically saying thank you!

It may seem obvious or seem like a minor thing - however its easy to overlook.

Often we expect the items, results or outcomes, and forget to thank the people that made it happen - or even just letting them know that you achieved the outcome.

With the recent weather (and my street being a sheet of ice for a while) I decided to get an online delivery from a supermarket - which arrived first thing, well packed, the driver observed social distancing and everything in the order was there. Especially as it was my first delivery from the supermarket, I sent them a tweet saying thank you and commenting on the good service!

Everyone who follows me on Twitter may be aware that I regularly order chocolate online! I often make an effort to mention the company that supplies the chocolate - as there is always excellent customer service (and where there was an issue some months ago, it was quickly resolved).

I'm not saying going overboard and constantly sending nice comments and spamming a companies feed - however its good to say thank you or comment on the excellent service.

Imagine...

• The social media team (especially for larger companies) that normally deal with complaints when they check their messages, e-mails and posts - and not much else.
• The delivery driver who walks in the ice and snow to get the delivery to you.
• Staff that are still travelling to work during lockdown.
• Customer service team who resolved any problems for you.

Its nice for them to receive positive feedback.

Whether that is in the form of...

• A tweet or post on their Facebook page.
• An unboxing video.
• E-mail thanking them.
• Blog post or video about how you used their product.
• Posting on your social media profile about the excellent service.
• Others you can recommend the company to.
• Purchasing from them again and becoming a regular customer.
• Showing them an item in use - e.g. a cake you have made using baking ingredients from a supplier or manufacturer.
• Leaving a review on their website or page. And hopefully your feedback will also get to the staff that helped you too.
• Even simply saying "thank you" to the delivery driver or the person at the checkout in the shop.

Imagine how you would feel in your own business - getting a positive e-mail or piece of feedback?

Its important your business also says "thank you" too...

• Your suppliers.
• Couriers and delivery drivers delivering components.
• Your customers (whether they are new or established clients).
• Staff or people you have hired.
• People who have done great work for you.
• Networking contacts who referred business to you.
• Someone who retweets or shares your posts (although don't spam or flood their timeline with constant thank you posts!).
• Even where there is problems or issues - did you say thank you for resolving the issue?

(And another very important and great way to say "thank you" is making sure invoices are paid on time!)

Consider any company you have ordered from recently or someone who has helped you - have you provided them with feedback? Could you send them an e-mail letting them know the difference they made? Did you send an e-mail letting someone know you received the order and happy with the service?

As I've previously mentioned - you don't need to go overboard with the praise (or spam their online profiles) - or even end up in a loop where you are thanking each other for thanking each other! Consider the right opportunities and moments.

When you order from a client for the first time, at Christmas/new year thanking them for support over past year, etc.

Whether they are larger companies (their social media team, delivery staff, etc. work hard to help people, and often receive more negative feedback) or smaller local businesses - its always nice to leave positive feedback, rather then just getting in touch when things go wrong.

Whether you are looking for ideas for books to read to improve your customer service, help with a particular area of your business or something inspirational - my book group is for you!

Discover, recommend and discuss books to help your business. Everyone welcome (including members outside Aberdeen) - join for free at: facebook.com/groups/AberdeenBusinessBooks