The importance of excellent customer service
It’s easy to think that customer service only applies to customer-facing businesses and while it is, of course, vital in retail and hospitality settings, customer service should be a fundamental part of any business.
After all, you would struggle without your customers, whether you are a service—or product-based business.
But why exactly is it so important?
Why is it important to provide great customer service?
Customer service covers a whole host of areas—from friendly communication to prompt delivery and fast email responses—so it will look different for every business or freelancer. But the bottom line is that we all appreciate good, efficient customer service.
Whether ordering a coffee in a local cafe, purchasing online or dealing with a service provider, we expect a level of respect and let's be honest, it’s always nice to feel valued. So a simple smile and a “thank you” to support with any refunds, there are plenty of ways to provide that memorable customer service that always puts the customer first.
The benefits of providing fantastic customer service goes far beyond just making a stranger feel nice, however.
Here are some very valuable reasons to treat each client or customer with the exceptional customer service you no doubt already provide.
Customer retention
Did you know that 82% of organisations agree that customer retention costs less than customer acquisition? It's true!
Acquiring a new customer involves higher marketing costs, time, and effort to convince them to choose your product or service in the first place. While retaining an existing customer is much more cost-effective because they've already experienced your service or product, trust your brand, and are more likely to purchase from you again.
2. Positive reviews and referrals
Focusing on your customer service will also do wonders for your business reputation. Positive reviews can make a massive difference for freelancers and small creative businesses.
Prospective customers love to see a few five-star reviews; although you may not see them looking, anyone doing their due diligence will read them.
So, by going that extra mile with your service, you can also give customers a reason to recommend you to others, whether via online reviews or word of mouth.
3. Less stress
If you’ve ever had to deal with negative feedback from a customer, you’ll know how tough and upsetting it can be. Mistakes happen, and we can’t please everyone 100% of the time.
So, by recovering from mistakes and aiming to improve your customer service as much as possible, you may be able to mitigate the damage, lessen the number of complaints and avoid the stress they bring.
4. Job satisfaction
If our jobs are less stressful, they will be a lot more enjoyable, surely?
It will be incredibly rewarding to know you’re providing a fantastic product or service and communicating with your customers to the best of your ability.
5. Building Long-Term Relationships
Proper and well-delivered customer service helps foster strong, long-lasting relationships with clients or customers. By consistently meeting or even exceeding expectations, you build trust and loyalty.
Over time, these positive interactions can turn one-time customers into repeat clients, creating a dependable customer base. Customer loyalty is invaluable and often comes from the quality of service provided.
Need support with your customer service?
Being a freelancer or small business owner can be full-on. When you have so many different areas to focus on, it can be tricky to keep customer service management at the forefront of your mind. However, it can make a real difference to your day-to-day working life and the growth of your business.
If you’re wondering how to spin many different plates, a virtual assistant may be the perfect resource.
Erin is an experienced virtual assistant who has worked with many freelancers and small businesses. From admin support and complaints handling to client follow-ups, she has the skills, knowledge, and enthusiasm to help you improve your customer service.
Get in touch to learn more and have a chat about your Virtual Assitant needs.
