My family and I visit the same Mexican restaurant at least once every week. Sometimes they’re out of my favorite beer, sometimes the music is a little too loud, and sometimes the wait for the food is excruciating.
But we keep coming back, week after week.
The answer is simple. This restaurant excels in a business practice so common sense that it is often overlooked and underemphasized: kindness. We are greeted by name and with beaming smiles, and by the time we leave the restaurant we are happier by association.
Businesses are often so focused on large-scale operations and their bottom line that they forget to think about the quality of their customer service. Excellent customer service is what will retain customers, make lines wrap around the building, and make word spread like wildfire about your business. Best of all, most of the things surrounding customer service are 100 percent free.
Far too often, companies pour cash into online marketing and advertising efforts, only to drop the ball when it comes to following up with leads and connecting on a personal basis with interested consumers. The focus of a successful business should still be about personalizing customer service, even in an increasingly digital world.
Translating online inquiries into client relationships is becoming more and more important. Businesses looking to connect with digitally savvy clientele will have to step up their online customer service to keep pace with the ever-changing tide of business.
So what does “friendly” mean online?
Being friendly online should be a priority for your business.
Three steps you can take today to improve customer service online are:
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The 2023 WilmingtonBiz: Book on Business is an annual publication showcasing the Wilmington region as a center of business.