How is your customer service? Who decides how you are doing with your customer service? Do you decide? Do your clients decide?
Most often small businesses rely on the bottom line to tell them how their customer service rates. If you are receiving many repeat clients and/or referrals, chances are you believe your customer service is top-notch. Is that really the case?
How long has it been since you asked your clients how your customer service is doing? Last week. Last month. Last year. Never.
If you truly want to know how your customer service rates ask your clients. Send an email or pick up the phone and ask the following questions.
1) Is there anything you would like me to Start doing?
2) Is there anything you would like me to Stop doing?
3) What would you like me to Continue doing?
Some clients will respond with “You are doing great. Don’t change a thing.” Others will be much more specific. “Could you prepare XYZ reports monthly and email them to me?” “Could you stop sending ZZZ report weekly?” “Could you bill me on the 15th instead of the 25th?”
A word of caution – Be prepared to take action. You have asked the questions now you must act on the information gathered.
