We have all experienced the good and bad of the service industry. But few of us stop to consider the way companies can us feel. Sure, we have had bad experiences with some people and companies, but can one bad experience make you to stop going or using that company’s service or product? The key to keeping your client happy, even after a bad experience, is to cultivate a client based culture with awesome customer service.
Awesome customer service often starts at the top of a company. If the owner, CEO or manager is focused on something other than providing clients with the best possible product, it will show. If they treat their employees fairly and with integrity it will show in team moral. In return, the production of the client’s project should meet their expectations, if not exceed them. If those expectations are not met, I believe it’s the duty of the company to find a solution that will.
Providing an excellent product or service is not the only component to quality customer service. You have to manage all the touch points, the ways a customer will interact with your company and its employees. This can range from how the building looks down to answering phone calls politely.
You also have to consider atmosphere of the space that you work in. Atmosphere deals directly with appearance. Does it appear clean inside and outside the building, or is it cluttered and dirty? Does it smell weird and dingy or does it have smell fresh or have no smell at all? These are just some of the things that you should consider on a daily basis when you work for a company.
Lastly, and most importantly, is your client happy? If your client is paying you to provide them a product or service, then their happiness should be your top priority.