Business Survival and Sustainability: Integrity of Customer Service

Dealing with any type of customer is as easy as you make it. Honest, cheerful prompt service is the key.

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Customer Service is the most important job in a business. You could have the best products in the world and have lousy customer service and never make a dime. Our customers are your friends, your best friends really. After all, how many of your friends give you money to pay your bills?

Dealing with any type of customer is as easy as you make it. Honest, cheerful prompt service is the key. That is it and nothing else. Sometimes a customer may be having a bad day. In most cases a small joke or sincere interest in the person turn their day around. If not, don’t take his or her grumpiness personally, everyone has had bad days- I am sure you can relate.

I firmly believe that the saying “The customer is always right” is not always true. However, they are always the customer, always be willing to help them. If you don’t know the answer to their question, don’t be afraid to let them know and in the same breath tell them you will find out and get right back to them.

Being a “no” person or making the customer feel as if you are too busy for them is something that is never done. Customers are our lifeline. Always treat them with respect. When they are being the most difficult, you be the most willing to please. Hidden disgruntled feeling toward a customer really does come across in your communication, even if you do not think it does.

Don’t be afraid to joke. Don’t be afraid to laugh. Have a good time. Get to know which movies they like to watch or their kid’s names. They are your friends; treat them as such!

Process orders as soon as they come in. Follow up on samples. Send out info when needed. Recommend other products to compliment the ones they are currently using. If you notice an order in the factory too long, take the initiative and go out and check on it without the customer having to call. Ask for letters of recommendation. Share product success stories.

This job is excellent. I have held it for many years and have made many friends.

Great products and great service are the key to great success.

See you next time on The Tipster.

Patricia Burkhart is the executive director of Controlled Release Technologies, Inc., a research, development and manufacturing firm based in Shelby, North Carolina.  CRT is an IFMA CSP, EnergyStar Partner and manufacturer of independently-certified Green products for HVAC maintenance. Since 1986, CRT has been creating leading edge HVAC maintenance products that have become industry standards, used in thousands of commercial buildings world-wide. CRT employees are members of BOMA, ASHRAE, ASHE and the American Chemical (800) 766-9057.

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