What Does It Take To Give Great Customer Service?

Here are a few of my personal suggestions for how to give great customer service:   Immediate Callbacks - My advice is to never wait more than 24 hours to callback a customer.   If you wait longer than 24 hours to callback, it will suggest to the customer that they simply are not important to you.   Quick Delivery – Never make the customer wait for more than one week to receive their products.   After 5 working days, customers begin to anticipate the expected merchandise.   Something Special – Always try to do a little something special on each package that is delivered.   This can be a handwritten note enclosed in the package.   Use “pretty paper” or “pretty ribbons” . . . something eye-catching on the outside will make the inside seem more special.   Another idea is to enclose free samples or coupons good on future purchases.   Birthday Notes – Always keep track of your customers’ birthdays and send them something for their birthday. Even if all you can afford is a birthday card, it will mean something to them if you pick it out especially for them and mail it.   If you really want to impress the person, use a handwritten note.   Give Something – Everyone knows “It is better to give than to receive.” So try to give your customers something from time-to-time. One idea to make sure all your customers get something at least once a year is to give everyone a gift of some kind at Christmas. When giving discounts, for example if you give a customer a 10% discount, make sure they know that you have given them a special discount.   Tell them it is because they have been such a good and loyal customer. Doing this once in a while let’s them know that their business matters to you.     Followup – No matter how well you have done the job, sometimes it doesn’t matter unless you followup. Followup on all deliveries and make sure the customer got what they were expecting. The idea is to make sure the customer is satisfied, right?   You will not know whether they are satisfied or not unless you ask.   Be there – Being there for someone is one of the easiest things to do but sometimes we either don’t make the time or just don’t want to do it. Whether it’s one of your “Top 5 Customers” or a first-time shopper, try to make yourself equally available to all customers.   It will payoff in the long run.   Confirm appointments - Call the day before an appointment to remind customers you are coming and confirm the time.   I promise that even though it takes a little extra time, it will be worth it because it will make the next day run more smoothly.   Show-up on time – Now that you have confirmed the appointment, don’t be late to it.   Show-up on time and if you find that you are going to be late, call the customers to find out whether they still would like for you to come or if they would rather reschedule it.     Darlene Casstevens, M.B.A. Independent Beauty Consultant Mary Kay Cosmetics http://www.marykay.com/darlenecasstevens

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