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| Engage yourself with your customers. Listen to what they have to say and provide feedback to address their concerns. |
• Say something nice to someone at least once a day.
• When in doubt, leave it out. The six touch points of communication include: e-mail, voicemail, snail mail, phone, fax and face-to-face. If you’re in doubt about whether or not to say something to a customer, leave it out to avoid saying something that could be perceived as negative.
• Don’t ever argue with a customer. You will lose every time. Contrary to popular belief, the customer is not always right; they just think they are.
• Be personable and add a signed and dated note to anything you mail out to a customer.
• Use “we” statements.
• Be the first to say hello and put yourself in your customer’s shoes. Build rapport; don’t ever answer a question right away.
• Keep the fences low. Examine the rules you have and make them flexible for your customers.
• Be a double checker.
• We cannot do two things well at once. Choose to do one thing and do it right. Focus on the customer.
• Watch your attitude. Having a great attitude is more important than being in a good mood.
• Respond rapidly to e-mails and phone calls.
• Give a firm handshake to everyone who comes into your store.
• Send thank you notes.
• Use your name and a greeting when answering the phone.
• Listen to your customers and keep an open mind. Don’t interrupt them. Provide feedback.
• It shouldn’t take two people to give good customer service.
• Show empathy and sympathy and know the difference.
• I apologize vs. I’m sorry. Know the difference.
• Be prepared.
• Smile. A phony smile is better than a real frown.
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