Below are several Customer Service reasons that help Idaho Garage Solutions to make and keep our customers happy.
As the saying goes, “Customer service starts with a smile.” This is true even over the phone – a smile can come through in our voice. Always have a warm, friendly greeting for our customers whether it’s face-to-face or over the phone. This is their first impression of our company and we always want it to be positive. This seems like an obvious point, but it’s easy to forget if you’ve had a long day, are tired, or are having to deal with an already difficult situation.
You must have high integrity and part of having high integrity is to always be honest. You must never lie or mislead customers. Don’t ever over promise people on things you or your products can do but really can not. If you do, it will come back and bite you! I have always been honest with people. I tell customers that I don’t want to run into them after we did their job and feel that I have to turn around and run so I can avoid them. Take pride in all that you do. If you can’t do a job a certain way or your product that you use can’t deliver what the customer wants, then just be honest and tell them that. Tell them what you and your product can do though. Even if you loose the job. Customers will appreciate that you are honest with them and they will remember that and pass the word along about your integrity. That customer might not use your services but their friend that they told them about your integrity, just might!
Listen to Our Customer
Listening to what your customer is saying is key. This means actually hearing what they are saying as well as the tone of their voice. If we are face-to-face, be sure to watch their body language. Make sure that if they are saying they agree to something or they are happy, that they truly look and sound happy. Otherwise, they may be dissatisfied and scared to tell us. Always let our customers know that it’s okay to voice any concerns they have at any time.
Know Your Product/Service
To provide great customer service, everyone in the company must know our products/service inside out. We can start by learning the answers to the most commonly asked questions. That is why we created a Question & Answers document so that everyone is giving consistent answers to our customers. And, if one of us don’t know the correct answer, be honest and tell the customer that you don’t know the answer but you will get back with them with the correct answer, AND MAKE SURE YOU QUICKLY FOLLOW UP WITH THE ANSWER.
Communicate with Your Customers in a Timely Manner
Communicating with our customers takes many forms, including being honest and responsive at all times. Nothing is worse than being told a price or timeline for something, and then getting a bill for a higher amount or having the product take twice as long. Always be respectful of our customer’s time and budget by sticking to deadlines. If something does change, inform the customer immediately. If possible, provide a second option for completing the project as close to on time and within budget as possible.
Be sure to respond to all inquiries quickly, even if it’s just to say that we are getting a quote or looking into a solution. Make sure the customer knows we are doing our best to accommodate them and that their business is important to us. We never want a customer to feel ignored or unimportant. Prompt service makes for a happy customer!
Always Say Thank You
This should be obvious, but gratitude is memorable. Our customers will remember if you are appreciative of their business. It’s always a nice touch to check-in with our customer a week after they have received their product or the service was completed. Ask if they are happy with the outcome and if we can do anything else for them. And remember to again thank them for their business.
Happy customers are return customers. Remember to always to look at ways to improve our customer service skills. Learn from what works or doesn’t work. It will have a direct impact on our business’ success.
When you think about it, what we want to always accomplish with EVERYONE of our customers, is to treat them the way we would want to be treated!