People have heard all sorts of promises from different big and small brands. Why do some choose one brand over another? One of their determining factors when making a choice is the level of customer service. Good customer service allows your small business to stand out and make a lasting impression. It affects your sales in a positive way and allows you to retain a customer’s loyalty.
Here are the reasons good customer service is important to your small business.
Increase in Revenue
When creating your small business’ financial plan, you consider the amount of revenue you make. With first-rate customer service, it’ll be easy to hit your sales targets. You make a strong first impression on people when your sales team provides them with quality service. Sometimes a customer doesn’t remember the details of a product but remembers their experience when they shop online or in-person. The better their experience, the likelier they are to buy again and refer your brand to their friends, family or colleagues.
Improve Brand Reputation
Top-notch customer service improves your small business’ reputation. This allows you to attract not just more customers, but also potential business partners and employees. Your brand will often be top-of-mind when making recommendations within a customer’s network. Your reputation also carries over when screening employees. They’ve heard about your company and your excellent customer service. This makes them want to join your team and learn from you.
Good customer service improves your chances of retaining a new customer. You may have the best product features, but what distinguishes lasting successful businesses is their service. The way your in-store sales team or online customer supports treats people will either have a positive or negative impact on the perception of your company. Make customer service the priority to improve retention rate.
Reduce One-Time Customers
A one-time customer provides you with a sale, but is also a lost opportunity. What you want as a small business are repeat and loyal customers. Excellent customer service makes a good impression on a customer buying your products or using your services for the first time. They are likely to choose you again, if their experience is good. Focus on providing your customers with a positive experience. This can be a smooth payment process, immediate responses to queries, return policies, and attentive in-store staff.
Better Brand Awareness
Word-of-mouth advertising is an effective way to convert people who are unaware of your brand. Good customer service gets you to the top of a list whenever someone makes a recommendation to a friend, relative or colleague. Excellent service improves brand awareness. You will generate interest in your company because of all the positive stories people hear about your company.
Reduce Advertising Costs
When your current customers are doing the marketing for you, you will spend less on advertising. You can direct some of your extra resources to develop better products or launch new ones. You can also expand to a different location with the extra resources you were able to save.
These are some of the reasons customer service matters to your small business. Identify ways to improve customer service and experience, whether it’s online or in-person. We at Robookkeeper can provide you with affordable bookkeeping services for small business owners. We can update your books while you focus on improving your customer service.