People into Satisfied
Service in your
Start at the top.
Quickly focus on the solution as you
don’t want to let an upset customer
wallow in his/her emotions. Try to
offer two options so the customer
can pick what works best for him/
her. Remember teamwork. “We’re
going to get to the bottom of this
As a small business owner, practice what you preach. Open up to
new ideas. Impressed with another
business’s customer service? Ask the
owner for input on your ideas and
Offer to follow up.
Ask the customer if you can call or
e-mail at a later point to make sure
the solution worked. Arrange a time.
Thank the customer.
Bringing the issue to your attention
allows you to resolve it. You have
successfully made him/her feel a
good choice has been made remaining with your company.
Include the employees in the
Ask employees to regularly share
great experiences they’ve had as
customers and give suggestions on
how your company can do similar
Give employees more tools.
what’s most important to customers.
They are better able to share those
details internally and focus on those
aspects. Allow employees some flexibility to resolve issues. The more
knowledge they have at their fingertips, the less likely they’ll pass customers on to someone else.
Be a listening post.
Encourage everyone in the organization to share candid feedback
they’ve heard from customers so you
can adapt to changing needs and
Hire for attitude, train for aptitude.
Happy people make others happy.
Don’t make the mistake that many
business owners make. Understand
that customer service isn’t a department; it’s an attitude. n
If possible, provide opportunities
for employees to visit your customers. Let them see how customers use
your products and services to see
VOLUME 1 - ISSUE 2 | yourBusiness Online 23