Good customer service is key in gaining business

FRIDAY, SEPTEMBER 2: Building a customer service culture is not always easy, but businesses that can transform their team into professional customer service professionals who enthusiastically buy into the customer service vision will realize success.

My advice to those businesses that have a strong commitment to quality customer service is to share your customer service vision with your entire team and together create a customer service culture.

Consider the following:

1) Be very clear and honest with your employees about the true status of your operation and the financial implications resulting from the actions of each team member.

2) Share your vision: You know what you want your customers’ experience to be and what you would like to accomplish as business owner/manager, but that doesn’t necessarily mean that your staff understand your vision and have bought into it.

3) Let your employees speak on a regular basis. Ask them questions and give them the opportunity to make suggestions. What do they think is selling and what is not? What are the customers saying about the products and services you offer? Is your store cluttered? What are their ideas for new products? Your front line employees can offer lots of insight into what your customers like and don’t like. Don’t be afraid to ask them for their advice about your business and include every member of your team in these discussions. You will gain a wealth of information and they will feel that you value their contribution.

4) Let them lead. Give them permission to take responsibility for satisfying the customer and let them make a decision if there is a need to resolve an issue. They may not always get it right, but they will feel good about the fact that you trust them and that you value them.

5) Praise, reward and guide. Regularly provide positive feedback to all employees on their performance and contribution to the customer service culture you want, and if necessary, gently give them guidance on areas that require improvement.

For more consumer savvy information, visit the Consumer Affairs web-site, www.ca.gov.bm.

Honey Adams is the education officer for the Department of Consumer Affairs.