How Customer Service and Passion Could Save Your Business

Like most people (at least 62 percent according to a 2019 study by Hello Products), I don’t like going to the dentist. However, this was my week for getting a cavity checked out and I headed down to the dentist’s office. You know the routine; you get questioned and prodded by the dental assistant as she takes x-rays and pokes around in your mouth. Yet, for some reason, this dental assistant seemed different from most others. She seemed passionate about her job and was eager to explain to me why they were taking my blood pressure and why a bone in my mouth hurt when she took an X-ray.?It made my experience of the dentist so much better than usual.

One would think that when times are tough, customer service would take a front seat in the minds of retailers.?However, that doesn’t seem to be the case.

Unfortunately, most customer service we get is mediocre at best.?We all think that our staff bends over backwards to serve our customers. Yet, the truth is if we were to look at the service through the eyes of a customer, we might be appalled. How often do our team members forget to greet customers when they come in the door, to follow up on phone calls or messages, mix up an order, or make a mistake because they have failed to pay attention to our customers’ requests??Did you know 89 percent of your former customers who are now buying from your competitor are doing so because your customer service failed them?

So, why does it matter?

According to a report by Small Business Trends, 82 percent of respondents said they have left a business because of poor customer service and 78 percent of people have bailed on a purchase because they did not get the customer service they expected.?These people are leaving your business because of rude staff, unknowledgeable staff and issues not getting resolved in a timely manner.

Businesses that are able to improve the retention of five percent of customers through better customer service notice an increased profitability of anywhere between 25 and 90 percent.?At a time when many businesses are struggling, it makes sense to focus on keeping customers happy.

The encouraging fact about terrible customer service experiences is that 92 percent of customers said they would return to a business after they received an apology, a discount on another purchase, and/or proof of improved customer service.?Unfortunately, many stores let customers slip away one at a time without any follow up.

Having great customer service starts with you being the leader.?Your team is watching how you treat customers and how you treat them and they will try to emulate your actions.?If you give lip service to treating people well and then treat your team poorly, don’t expect your clients to expect anything different. If you have a passion for looking after customers, it rubs off on your team.?

Words by Dave Fuller , MBA. Dave is the author of the book Profit Yourself Healthy and an Award-Winning Business Coach with Pivotleader Inc.?