Whether you are designing websites, selling handbags or selling products business to business, customer service is the most important part of your business. Even if you are not directly meeting with a client you still need to be mindful of your customer’s experience. 90% may seem like a large percentage, but how you treat your customer could make or break your business. It’s the difference between having a good business and a great business.
Why is it so important?
Take a minute to think about your favorite restaurant. When I think about my favorite restaurant or favorite restaurants in the past I usually find myself saying “they had great food and a really good wait staff” or “that waiter at the restaurant kept me coming back because his/her service was so good.” I use restaurants as an example because most people can relate to having an experience ruined by getting bad service; the same can be true with your business too.
Real world example of great customer service
Just to show the power and importance of good service I will give another food example. The building I work at has a cafeteria. The food is okay but sometimes the service sucks. There is a cafeteria next door but it is about a 10 minute walk outside to get to the next building, 5 minutes there and 5 back. If you have ever taken a 30 minute lunch then you know how important 10 minutes can be. Yet I routinely walk next door for lunch. Why? The food is better but the service is the thing that gets me to take those extra steps. When I walk in I am greeted by name and everyone is always super friendly. That level of service gets me over there even when I don’t feel like walking. Great customer service will make you walk the extra mile to support a business that endears itself to you.
Don’t forget about the other 10%
With all of that said, it is important not to forget about the other 10% of your business. In order for the benefits of customer service to really have an effect you need to have at the very least an adequate business. If your product or services suck, great service will only take you so far. If you are providing an average or above average product in addition to great service, then the benefits will be huge. I will leave you with my favorite quote: “Hard Work Beats Talent When Talent Doesn’t Work Hard” -Tim Notke. Hone your talent and work hard, and you will be hard to beat.