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Posted: 2007-03-28 / Author: Steven Taylor

Customer Service And Small Business

Customer Service and Small Business: Every business needs customers. If you can name a single business that does not deal with people at all, then I’d give you a million dollars for being the cleverest person on earth.

The success of your business usually depends on the number of customers you have. The more customers you have, the more your profits will be. It’s as simple as that. If that’s the case, then surely the most important thing to do is to gather customers as many customers as you can, right?

Mass Media Advertising to Attract Customers

But then, how do you attract customers? Attracting customers is a serious business, and some people even go so far as to hire other companies so that these companies can attract customers for them.

Enter the advertising companies. If you want your business to prosper, you’ll probably have to spend a bit of money in advertising. You’ll probably have to pay for billboards, for ads in the newspaper, for ads in the magazines, for ads in the radio, and even for ads in television.

However, which one of these is the most effective? Is it the television or the radio? Maybe the billboards are the most effective means of advertising?

The answer is – none of these!

Grapevine Advertising

Contrary to popular belief, it isn’t advertising through the traditional mass media that makes a business famous. I have to admit that it does help a lot in getting customers, but it is not nearly enough.

The best type of advertising is done through the grapevine. What’s the grapevine, you ask? Simple… rumors! Gossiping has been around since time immemorial. And there’s no doubt that “Ye Olde Tavern” became popular only when people started talking about it.

The question is, how do you get people to talk about your business? For one thing, you’ve got to have the best merchandise for miles around. However, that’s a bit unrealistic, don’t you think?

There’s only one best baker, there’s only one best lawyer, and there’s only one best painter. And if people valued only quality, then only the “Bests” in the world would have food on their tables, and the rest of us… well… we’ll probably be eating salt.

Good Customer Service is Good Business Practice

The truth is, you can attract customers by simply being nice to them. The best businesses always pair “quality goods” with “quality service”. This is actually where customer service comes in. When a customer enters the doors of your humble business establishment, he will be faced with either a customer service agent or a regular employee acting in the stead of a customer service agent.

If the customer has some questions, some problems, or some complaints, he’ll have to go straight to your customer service agent. There, his problems will be resolved and his questions will be answered. It depends upon your agent whether your customer will go home smiling or frowning.

Now, this is the crucial part. If the person is satisfied, chances are, he’ll tell all his friends and family that he went to this nice little establishment with a super friendly staff. If the customer was somehow dissatisfied with your customer service agent, then he’ll probably spew venomous comments about your establishment and advise people not to go there because they might meet the apathetic, rude, ill-mannered customer service agent. And so it goes... the customer’s friends, family, and even his acquaintances would steer clear of your place.

Just remember, bad publicity is never good. That kind of stuff works only in showbiz. If you want your business to be successful, make sure that your customer service is excellent. Just remember, once you satisfy your customers, they’ll start filling your purse.

About the Author: Steven Taylor is a Marketing Consultant to http://www.Retronix.com - one of the most innovative and effective electronics services suppliers to the electronics & semiconductor industries. Services include BGA Rework.


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