Free as Can Be: Ten Ways to Improve Customer Service in 2007

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DATE : Wed, 3 Jan 2007 21:44:00 GMT
Entered in Database : 2007-01-03 21:44:00
length : 3127999
Link to the Show / Show Notes

The first of the year is often the time companies strategize budgets for the upcoming business cycle.  Deciding how much to spend on TV, radio, outdoor, newspaper and magazine advertising is a tricky trade, not to mention all the in-store marketing to go along with it.  Larger companies allocate millions of dollars to build and reinforce brands, and drive customer traffic. 

Chris Brown, President and owner of Marketing Resources & Results, Inc. Located in Northeast Ohio, said today that companies with less than $100 million in revenue allocate an average of 8.7% of their total budget for marketing.  For a small business, that's a fairly large chunk.  So how can you as a small business owner stretch that 8.7%? Increased revenue probably comes first to mind, and negotiating with media for placement premiums or frequency also hits high on the list.  As we all know, everything is negotiable.  When I worked in advertising, one of my clients often waited until the last minute to buy ink in a variety of magazines.  This was good for him but it drove me crazy, running around at the last minute to create ads.  This provided him with ads at a much-reduced rate in high-profile publications, but the placement was often horrible.  Not the best strategy.  So what else can you do? 

How about customer service? (insert light bulb flickering and turning on here!)

Customer service improvements are often free as can be.  Choosing one day to sit down and strategize a customer service plan will pay large dividends if done right.  Here are Ten Ways to Improve Customer Service in 2007 at little orno cost:

1. Encouraging more smiles.  Make it policy!
   
2. Everyone (yes, even the boss!) acknowledges customers who pass within 5 feet
3. Begin a hand-written thank you card program for recent guests or clients.  Key words here: Hand and Written
4. Build a mailing list to personally invite customers to special events
5. Shake more hands
6. Look customers in the eye and build trust
7. Tell customers thank you at least 10 times a day
8. Call customers when you don't need to and when they don't expect it
9. Remember names and use them often
10. Don't stay in your office.. Get out and get involved.  Be visible!

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