Here at Leapin’ Lizard Labels, customer service is our highest priority! Every day we print our clients’ custom labels and stickers and give them the best product around. This is all just fine and dandy, but without focusing on the daily interaction and relationship we have with our clients, we’re just another pretty label.
What sets one business apart from another is fantastic customer service. As reported by White House Office of Consumer Affairs, news of bad customer service reaches more than twice as many ears as praise for a good service experience. Don’t let negative customer service get in the way of selling your awesome product or service, and stand out by delivering a great customer experience.
Here are 5 tips that can keep your customer service in tip-top shape!
The first contact with your customer is the most important.
You don’t always get a second chance. And in the business world, assume there is no second chance. So, how do you make the first interaction count?
Have a smile on your face. Even if you think this is a goofy tactic do this even when talking to someone on the phone; they will be able to sense it. It’s sets the tone for the whole conversation.
Whether on the phone or in person, the first things out of your mouth are going to determine the perception of your customer and how they view you. Make sure to use language that they understand. For example, in our world there is a lot of ‘printer lingo’ and it can get really confusing for someone who has never had a customer label printed in the past. So put yourself in your customer’s shoes and keep it simple. Make sure it makes sense to them and clarify if needed.
Use active listening tactics. As you are listening to your customer, engage with them by paraphrasing what they have said so they know they have been heard and you are on the same page. This is a win-win situation for both of you.
Create Customer Confidence
Listen to your customer needs and act on them. Don’t make any assumptions. It’s a great practice to follow up with them before committing to a full order that they have requested just to make sure it is exactly what they want. If you are a company that can send a free proof or sample of your product before the final order is shipped, it can also set you apart. For example, we always send a free proof of our custom labels so our customers can approve and sign off on their order.
Be honest with your customers regarding goals and expectations. Set a manageable time frame with them of when their product will be finished and ready for pick-up or shipment. This is a great time to meet their needs. Is this a rush order that you can fit it? On a regular basis we get custom label orders out the door in a matter of hours so clients can meet their own tight deadlines. Being flexible can increase customer satisfaction and therefore create repeat business.
Be Available
Make sure that your customers can reach you! If you have a phone number or email that you have given out, make sure that customers can actually talk to a real, live human being if they want. Equally important- get back to them with a reasonable amount of time. A 2011 American Express Survey showed that in the previous year, 67% of customers had hung up the phone out of frustration when they could not talk to a real person. We love talking live with our clients about their custom labels and stickers and have one of our team answering the phone during business hours – no automated system could take care of our customers the way we do! Eliminate any unnecessary barriers between you and your customers.
Follow Up
Make sure to follow-up with your customers to make sure they got what they were looking for. It is a simple way to track their happiness and to stand apart from the majority of businesses that ‘ship it and forget it.’ With every custom label order we send, we follow up and ask a few simple questions. Did they receive their labels or stickers on time? Are they happy with how they turned out? This is great place to catch any kinks and make them better and get information about how you can improve next time.
Remember the Importance of Your Customers!
At the end of the day customers drive your business! It is important to keep this at the front of your mind as you go to work every day. We love our customers at Leapin’ Lizard Labels and know how important getting a quality custom label is to their own business success. And we don’t just strive to deliver awesome labels, but an amazing customer experience, too. Remember, make every interaction count!
What are customer service tips that you have found successful?
