The Often Forgotten Golden Rule
Being a small business owner is not only one of the greatest challenges I have ever embarked on (being a parent is right up there too), but it is also one of the most fulfilling experiences. There have been many lessons I have learned – some of which have come easy, many not so easy. The most important ingredient to a successful business that I have found – aside from having a great product or service – is by far customer service. Yawn. Yes, I know this may sound trite but bear with me.
How many times have you gone to a store or restaurant or perhaps done business with someone and been treated poorly? I cannot tell you how many times I have walked into a place of business and not even been acknowledged or perhaps been treated rudely. In today’s economy, my money is important to me and I simply do not stand for it. I have stopped frequenting many of my once-favorite establishments for this very reason.
So what is the lesson here? It’s be nice! Yes, treat your customers as friends and perhaps that is just what they will become. Communicate with your customers and be honest. If you do not have an answer, say that you will get right back to them with one and then figure it out. If a problem is not getting resolved by email, make an arrangement for a phone call to make sure everyone is on the same page. We all know that sometimes an email can be interpreted differently by the person on the other end so always be kind and clear. Adopt a spirit of customer service and then, spread it among your staff. These are all core philosophies at Fireside Production and just as we do with each video, we are constantly trying to improve our Client experience as well. I’d love to hear some of your favorite Client or customer experiences… so, be sure to comment and share your tips and thoughts.