Customer Service = Lots of Happy Customers

So I've got a really simple mathematical equation for all of you today:

Customer service = Lots of Happy Customers

Sounds really simple eh?

Apparently, it isn't always so simple.  But from my experience, I think that most businesses are catching on to this very basic concept. Customer service used to be seen as a bonus feature, a frill, a perk offered to get customers to try out your product or service. Then, once you got the sale, it was quickly forgotten and customer service became a minor player.

But not anymore.

Customers; the consumer, has become media and marketing savvy. Customers are starting to recognize that they can get the exact same product from several different stores/suppliers/providers. That leaves customers wondering where to decide to spend their money. The one thing that most often sways consumers is CUSTOMER SERVICE. A friendly smile, a helpful suggestion, even something as simple as, " let me hold that shopping bag for you while you check out our merchandise". Customer service isn't JUST about being friendly and approachable, its about starting and building relationships with customers. 

Building relationships starts off with simple greetings, recognition and whenever possible, call the customer by their first name. This makes the customer feel remembered and they are more inclined to return to the store. As the relationship continues customers will often share small details of their personal lives with you such as; "I'm going to watch my sons soccer game tonight". Next time you see them, you can ask how the game was.

Seems simple doesn't it??

It is. And it goes a long way to building a good customer. 

Why do companies/businesses want to "build"  their customers??

Simple. "Building" a good relationship with your customers is the start of a business relationship whereby you provide the service and/or products that your customers want most and in return the customer provides you with their loyalty to your store/service. Its about forming friendships with your customers. People are more likely to do business with  people that they know or are familiar with,  even if it is just a casual acquaintance type relationship (it is still a relationship). 

Relationships require mutual respect to be successful. Giving and receiving mutual respect means that when there are misunderstandings down the road (and there will be, because no one is happy 100% of the time) they will be resolved in a friendly co-operative manner which will benefit both the consumer and the business. 

Still need further proof?? Check out FaceBook. If you have an account there, you will certainly be familiar with the friends listings and the various possible categories within the friends listings. It is impossible to be true friends with everyone you might have listed in your friends listing. BUT; its very likely many of those are acquaintances (a person known to you, but usually not a close friend). There is certainly nothing wrong with having many acquaintances.

The concept of building relationships with your customers is not new. Its a very old way of doing business and dealing with people that is finally coming back into the frontal consciousness of business and consumers. Personally, I think that its the best way to do business, either as a business owner or a consumer. Its about time we went back to having conversations with each other; even if it is just about the weather, or the Blue Jays or the Flyers!!

until next time...don't sweat the small stuff!!