Our Project Manager, Charles Dodwell, tells you about what it takes you to have excellent customer service which will convert your clients into repeat clientele. Customer service is essential since it fosters customer loyalty while also making workers’ duties easier. Organizations may recover customer acquisition costs, retain talent, and promote brand loyalty by offering excellent customer service.
Why Excellent Customer Service Goes A Long Way?
This is not something we, as a nation, are renowned for. We are a nation of eccentrics, and sometimes we quietly consider customer service as something we pay lip service to but find it hard to deliver.
This may be a rather sad reflection of our culture, but an entrepreneur would look at this and see a huge opportunity. Most people who opt to start a business are skilled and passionate about their own field, be it hairdressing, engineering, or designing an app. They only make the leap into self-employment because they have that passion.
But so often, we are so focussed on this that we fail to give enough attention to the Customer or Client, who we would like to buy what we produce. They are surely the most important person, as they will provide us with the income we need to live.
A very clear example, is Pimlico Plumbers in London, the largest independent plumbers in the Capital. It was started by one man and a van in 1979. His philosophy was simple:
‘Respond quickly to calls, quote a fair price, turn up at the appointed time, do the job, and clean up when you have finished.’
So what does it cost to provide reliable, consistent, service? Very little. What are the benefits? Huge.
Charles started a mail order business in the 70s which offered next-day delivery of office products nationwide. It was a hugely competitive field, and he needed to go the extra mile to establish a market. Every delivery carried a thank you note, signed by the team, and they communicated regularly with humorous newsletters and held monthly competitions. If they’ve made a mistake they would correct it immediately and send customers flowers. It did cost them, but guess what, they placed their next order with them. This was well before Amazon, whose phenomenal growth is largely down to putting the customer first.
He would encourage everyone starting their own business to study their competition, and see how they can go the extra mile to please their customers and convert them into repeat customers. A recent immigrant entrepreneur from South Africa told him this:
‘I am convinced that anyone who starts a business in the UK, who gives their customer great service, will never fail.’