Customer Service Strategies for Small Business

January 21, 2022

Andy Hughes

You own a small business, so you know what it is like to have to navigate a busy, packed
schedule. Chances are many of your customers feel the same way. No matter how amazing
your product or service is, if interacting with your team is not convenient, these customers will
likely look elsewhere next time. And, as most successful small business owners know, repeat
customers is one of the most powerful ways to drive sales.

Are you looking for ways to improve your customer service? Here are four tips to help you win
busy customers over with an experience that keeps them coming back.

Build a beautiful, reliable website.

You never get a second chance to make a first impression, and in the digital age, that often means your website. As The Manifest explains, you need a website that is easy to use for both your customers and yourself, and that shows up when your customers are searching. For a professional-looking website built with accessibility in mind, let us know how we can help!

You’ll also need a top-notch web hosting service. There are a lot of options out there, so do your research. Start with larger, reputable hosting services like WP Engine, Cloudways, and Dreamhost, and double check that the company offers features designed for small businesses.

Respond to customer questions and inquiries ASAP.

Busy customers are often looking to buy right away. If they have questions and are waiting for an answer, they are probably browsing similar products and services from other companies. The longer they wait for your answer, the more likely they are to purchase from somewhere else. Be sure to constantly check for messages on Facebook, chats in a pop-up on your website, or phone calls, as busy customers do not want to be kept waiting.

Speaking of Facebook, if you have trouble keeping up with social media posts, chats and the like, try using an automated service like Hootsuite, or opt for a professional touch through social media marketing services to help you connect with your customers and grow your brand.

Fix problems with humility

No matter how much evidence you have to the contrary, a problem is never the customer’s fault. If a client has an issue with using your website, BuildBlog recommends helping them troubleshoot with speed and humility. Set timeframes for responses, and never make customers feel like the issue is due to their lack of technical ability, even if that is the honest-to-goodness truth.

Likewise, if your product or service doesn’t satisfy, try to take an empathetic stance as opposed to a defensive one. If you do everything within reason to solve the problem, you can easily turn a bad situation into a glowing customer review. It’s crucial that you address unhappy experiences quickly and humbly regardless of the fault.

On the flip side, when you want to boost reviews on Google or Facebook by gathering customer feedback for testimonials, make a point to ask strategic questions so you can get the right types of insight you need into the customer experience and how you can make the experience better.

Offer scalable customer interactions.

Busy customers want efficient service that doesn’t short-change on quality. For some, that means a quick and easy transaction every time. Other customers may want a more personalized interaction — that variety requires scalability, explains VentureBeat.

You can help satisfy their needs with an option to set up an automatic subscription or allow them to easily shop from previous orders. You can send automated emails to customers when it is close to time to replace items or renew services. Scalable interactions empower customers to decide how much or how little time they want to spend with you in order to have the experience they want.

Many business owners find that if customer interactions and scaling your business aren’t successful, or if these tasks are a bit out of their league, it’s time to fine tune their business acumen. Taking some advanced business courses can provide invaluable insights, and it’s easier and more affordable than ever thanks to online programs. Studying online is a convenient way to earn credits toward a degree, as you can complete coursework at your own pace and without the need to attend in person.

Don’t neglect basic protections.

As a business owner, there’s no doubt that you’re heavily focused on growing your company by giving your customers exactly what they need and bringing them back for future purchases. You’ll also need to juggle a few other tasks, such as establishing a safety net for your business to protect both you and your customers from legal snafus. To get started, if you haven’t done so already, you need to settle on a business structure and complete the necessary paperwork.

Next, it’s time to think about cybersecurity — you’ll need a plan to prevent hackers from accessing personal or financial information pertaining to you or your customers. With a solid cybersecurity plan, you can enjoy peace of mind. You can check your website or app through services like Tenable or Qualys.

Busy customers can sometimes be a bit trickier to satisfy, but when you do, you’ll have a very loyal and grateful repeat customer. From parents who are juggling kids and work to jet-setting professionals focused on their careers, busy customers come in all shapes and sizes. Learn what they need so you can deliver a service and experience that exceeds their expectations.

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