CUSTOMER SERVICE – MAKE CUSTOMERS FALL IN LOVE WITH YOUR BUSINESS
17 Dec 2015

Customer service is mentioned everywhere these days. With so much competition in the market, the way you care for your customers has become an important differentiator. However, a key ingredient in the mix may be simpler than many realise: playing nice.

The founder of the well-known US retail chain, JC Penney, once said, “Every great business is built on friendship.”

After all, of all the elements for building good levels of customer service, caring for your customers is up there. People are canny; they know when you genuinely care. Sure, you can send out Christmas cards to your customers at the end of the year but if they’ve ever felt taken for granted, it won’t patch up the relationship.

When you’re a small business, customer service must come from the heart. When you care for your customers, it shows and customers will respond with loyalty.

Yes! Online Magazine caught up with five small businesses that recently won a 2015 Optus Small Business Big Ups Award with each receiving $15,000 for local advertising. The winners received the most number of votes from customers. Here are their tips for how to become a business that’s loved by your customers.

H2O WIPES

Founded in 2013, North Adelaide’s H2O Wipes was created after 39-year old Leigh McCardle spotted a gap in the Australian market for wet wipes that were both kind to skin and biodegradable.

The idea was born following a trip to Bali, where Leigh came across the concept of bamboo viscose used to make compacted wipes. After seeing huge potential in the idea, she took steps immediately to create an improved version and designed innovative packaging showing a wide range of uses.

One of the main drivers behind H2O Wipes is Leigh’s passion for chemical-free and biodegradable products made from sustainable resources. H2O Wipes are highly compressed pods made from bamboo viscose, which expand to an A4-sized durable wet wipe with just 15ml of water.

Leigh believes that for customers to love your business you need to love your business yourself.

“Make sure you’re involved in a business you are passionate about,” he said. When you genuinely care and customers will see it and respond positively.”

“Customer service must be at the forefront of any business. In today’s market where business is so competitive, consumers have a wide range of choices and plenty of say. People buy people. If service is lacking, consumers can and will look elsewhere,” Leigh said.

H2O WIPES’ TIPS

Customers vote with their feet – customer retention hinges on good customer service
More than money – don’t make profit your main driving force or customers sense you just want their money and feel that customer service is secondary
Start from the top – it’s vital that all managers lead by example; be visible, talk to customers about their experiences and ask employees how “we” as a business can serve customers better
There you have it straight from businesses that are loved by their customers; customer service is fundamental to small business success. Does your customer service need polishing?

Small Business Big Ups was part of the AMEX Shop Small initiative.