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Practice the Simple Rules of Courtesy
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A “please,” “thank–you,” and a smile can turn an average, everyday visit into a
pleasant experience where the customer leaves the company happy,
will be back and will tell friends and family about the company.
"s%U-A8Z1r$t-H-r2}*s3?FOB Business ForumAnswer Phone and Respond Quickly to Messages
!_,X4U%q9{$M$a;@:nforum.fobshanghai.comAs a general rule, there is no phone message or email that is too insignificant
to receive a quick response.
Sometimes it’s easy to forget that there is a customer on the other end of an email address.
Use the same courtesy in an email as you would use when talking to a customer face–to–face.
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Keep Promises
9u+@9U0a2sbusiness forum,trade forum,business opportunity,Business China,Business India,Brazil businessDon’t make promises you are unable to keep.
If you tell a customer a product will be delivered at 2:30 on Monday, make sure it’s done.
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Know Your Products and PoliciesMake sure that everyone helping customers are educated
on the products or services you sell and produce.
The only thing worse than not knowing the answer is misguiding your customers on their purchases.
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Be Helpful Even if There is no Immediate Profitforum.fobshanghai.com4e0\9~0o.o#C3Q
I once went into a ski shop to purchase a replacement part for a binding.
The shop didn’t sell the replacement but happened to have one in a bin of mismatched parts.
When I asked how much I owed, the clerk said, “Don’t worry about it.”
The shop didn’t make any money that day, but do think I’ll go back in the future?—you bet.
6a4\7H2Y c"l/u0[!Xbusiness forum,trade forum,business opportunity,Business China,Business India,Brazil businessKeep Accurate Records Readily Available
%V2d8O$v0y*`;_0{3Y"G6e/^(Tbusiness forum,trade forum,business opportunity,Business China,Business India,Brazil businessGood records are critical when accessing return policies,
warranties and customer’s past transactions.
They also come in handy when trying to remember names and past interactions.
A good point of sale system can store all of this information
and you can access it at the click of a mouse.
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Give More Than is Expected
+i#O"y&M#p,C9`"g j JFOB Business ForumA customer should always feels like they received more than they expected.
Even if all they received was a smile and a “have a nice day,”
a note thanking them for their business
or a phone call to ensure the car was fixed properly.
,q.}&l#b7W!e/H&W {[A Professional Business Forum]Build a Relationship with Your Customers#A$A$O#i-f8n!T:C
A well–known jeweler uses the slogan, “Now you have a friend in the diamond business.” Wouldn’t it be nice if your customers felt like they were buying from a trusted friend versus just another store?
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Address Complaints
,s0@$[*q5X4N(Q%X"n[A Professional Business Forum]Address complaints quickly and to the customer’s satisfaction.
Keep in mind that arguing with a customer over $5 may cost $100s of dollars worth of future sales.
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Listen to Your Customers
#y)a5e2f+d'~2W-t9o8q!{2Dbusiness forum,trade forum,business opportunity,Business China,Business India,Brazil businessListen to your customers so they don’t have to explain their problem more than once.
Additionally, read emails thoroughly before sending
a generic response that doesn’t fully address the issue.[A Professional Business Forum]+v+[)Z8G-J)k'W.n&X
