I go to the supermarket, and the checkout person spends more time talking to her coworker about how much she hates her job, than she spends thanking me for my business.
I call a contractor to fix a problem with the roof, and he never calls back.
I wait on hold for 30 minutes before the phone company picks up my call. Or worse, I get a recording that says, “Our phone lines are busy, try calling us back later.”
We are told over and over again that we have to be unique to catch the attention of prospective customers. But in most industries and professions, you aren’t all that unique. (There are hundreds of small business coaches!) Here’s one way you can shine above the rest: good customer service.
We’re becoming immune to poor customer service, probably because we receive bad service so often that we’re not expecting anything better. Even our colleagues will take other phone calls while on the phone with us, or read their email while we’re trying to have a conversation. It’s an epidemic.
Instead of getting angry and frustrated at businesses that don’t treat you right, create a list of “Things I’ll never do to my customers or colleagues.” Do everything you can to focus solely on your customers when you’re communicating with them. Send them thank-you cards after you start working together, or when a colleague sends you a referral.
These small things do matter and will make you shine…and bring you more business!