If you’re in business, customer service is going to be one of the most important aspects of your success. I’m discussing 3 old school customer service tactics that will help you now, regardless of your position or industry.
As someone who started their career at Nordstrom, (which is known for epic customer service) this aspect of business has always been extremely important to me. Customer service can make or break your business, and it’s important to remember that while many people may love you, it only takes one bad experience or negative review to tarnish your reputation. With that in mind, I’ve decided to share 3 old school customer service tactics that will help you now. While technology is great, there’s nothing like a little good old customer service to take you far in business.
Acknowledge your customers and listen to their wants and needs: This sounds like it’s common knowledge, but its more rare than you might think. While some businesses excel at customer service, others find their own methods and viewpoint to be most important. This is where businesses often fail. While it is important to stick with your mission and viewpoint as a business owner, it is also important to listen to your customer and be flexible in order to give them what they want.
If you are rigid with the products and/or services you offer, but your customer base seems to want something an little different, it will be beneficial to you and your customers to expand to meet their wants and needs. If you give customers what they are looking for, your business will become more successful, and customers will become more satisfied. It’s a win/win!
Often, people look to case studies and research to figure out how to expand a business when the answer is right in front of them. Look at your metrics, ask your customers, and listen to how you can improve your business. Customers love to feel like they have a voice, so many people would gladly provide feedback on their experience and if there are any improvements they feel could be made. Sometimes it is a simple action or small change that drastically improves customer satisfaction. All you have to do is listen to those you’re catering to.
Honor your price quote (within reason): It’s an old customer service tactic to always give the customer the marked price, even if it’s been mismarked with a lower price than usual. While this is a good rule of thumb to go by, it gets a little more complicated when you offer services, not products.
My motto is always to honor your price quote within reason. Unless you are marketing a special price for a set amount of time, (i.e. “holiday special, 10% off for this week only!”) it’s always smart to give customers a grace period where you will honor the price quote you gave them. I often have clients reach out for price quotes, and then decide to pull the trigger on purchasing services a few months later. There have been times where my prices increased since they got the quote, however if it’s within a month or two, I will usually honor the original quote I gave them.
A great way to handle customers in this situation is to say something along the lines of “My prices have gone up to $x since you got your quote, however since I did quote you at the lower price, I’m happy to honor that quote for this service. If you decide to purchase more services in the future, I’ll have to charge you market value”
This shows the client that you’re willing to honor your price quote, yet also allows you to acknowledge your price increase. That way, they feel that they’re getting a good value for your services, and are told up front about any future price increases.
If someone got a price quote a while ago (i.e. 6+ months) it is completely fair reasonable to explain that your prices have gone up, and the original price quote is now void. If people wait too long after receiving a price quote, it is normal for prices to have increased, so there is no reason to feel bad about not honoring your original price.
Write a hand written thank you note: This might be one of the most underused yet appreciated customer service tactics. Writing a hand written thank you note takes very little time, but makes such a large impact. Something as simple as a nice card or piece of stationary saying “thank you for your continued support” or “thank you for the referral” will help show your clients that you appreciate them, and will also help secure you as a continued service provider.
Want to make an even bigger impact? Send a small gift card. A $5 Starbucks card is a great token of appreciation. While $5 off a service might seem trivial, getting a free drink of choice is always a nice experience! This small gesture of thanks will show your clients that you care, make them feel appreciated, and create an overall great experience. Taking a couple of minutes to write out a thank you note instead of sending an email makes a greater impact because in a society where everything seems to be electronic, hand written notes are out of the norm, making them seem special. Do yourself a favor, get yourself a pack of blank note cards, or if you’re feeling really fancy, some personalized stationary, and write a note to someone. Chances are that you’ll make their day!
There you have it, 3 old school customer service tactics that will help you now. Automation and fast response is great, but there’s nothing like some old school customer service to help your business thrive!