Customer Care: A Guide for Start-ups

For a start-up, good customer care is all-important. Read on for a comprehensive guide

Customer Care: A Guide for Start-ups

How do I keep committed to customer care in the long term?

By establishing standards of customer care and sticking to them, you can ensure that the customer is put at the forefront of everything you do. To do this, you should:

  • Set standards of customer care. Look at what your competitors are doing – you cannot let your own standards of care fall below theirs. You should strive to offer better service than your competitors at all times.
  • Work out where good service and presentation would have the most impact. Does your packaging reflect you as a brand? Do customers expect to see a smart office in a good part of town.
  • Plan for spikes in seasonal demand. If you sell flowers, for example, you are likely to have substantially increased orders as Valentine’s Day approaches. Make sure you have the capacity to fulfil orders and keep customers satisfied during these times.
  • Focus your efforts on the most lucrative customers. Whilst you should commit to excellent customer care everywhere, if you have a few repeat customers that bring in a disproportionate amount of business then you should truly go above and beyond. Offer extra services for free, if appropriate, and make sure you have a good relationship with key individuals in their organisation.

 

How do I foster a culture of good customer care amongst my employees?

Even if you are fully committed to excellent customer service yourself, the behaviour of one rude or thoughtless employee can discredit your entire businesses’ reputation. To ensure your employees fall in line, you should:

  • Lead by example. It goes without saying that you yourself should be committed to the very highest standards of customer care and follow your own standards to the letter.
  • Train your employees in interpersonal skills. You don’t have to hire a professional to do this – just the basic tips included in this article should serve as a good starting point.
  • Back up principles with rigid procedures. Enshrine certain customer service tips – such as never arguing with the customer – into your company policy, so employees can refer back to them in times of doubt.
  • Never let employees blame others or discredit the company. Where possible, if someone has made a mistake they should come forward and apologise themselves. But never allow employees to point the finger at others, even if justified.
  • Care for your employees. If your employees feel underappreciated themselves, they will be less motivated to commit thoroughly to customer care.
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