Monday, March 09, 2009

Good Old Fashioned Customer Service is New Again

I just read an interesting article in the Bay City Times, about retailers in Bay City Michigan. I am sure you are aware of how tough things are in Michigan. But the retailers in this small town have figured out what to do to keep their customers. Not surprisingly, their secret is, as they say, "good old fashioned customer service and building relationships"

In the article, Susan Yaklin-Everson, a co-owner at Violets Blue, said that "she is going the extra mile on customer service." Water Front Market owner Greg Schultz said "he's surviving a tough economy by putting himself in the customer's shoes."

These simple ideas can make a huge difference in YOUR business. I recommend that you (or a friend or family member) pretend that they are a customer and try to do business with you. They should look at your policies and processes. Your phone system, can they get to who they need easily (no far cheating on this one?) Have them pretend that they don't have the secret direct number. Have them try to return something, or make an appointment or reservation.

Most businesses that I have worked with have found that they made it hard for their customers to do business with them, in one way or another. You might be surprised at how hard you have made it for your customers.

Do what they are doing with great success in Bay City, go back to providing good old fashioned customer service and start today.

No comments: