- Tansy Dando
The importance of excellent customer service
It’s easy to think that customer service only applies to customer-facing industries. And while it is, of course, vital in retail and hospitality settings, customer service should actually be an essential part of any business. After all, without your customers or clients, your creative business would struggle.
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 — and so it will look different for every business. But the bottom line is, we all appreciate good customer service. Whether we’re ordering a coffee in a local cafe or purchasing handmade crafts on Etsy, it’s always nice to feel valued. From a smile and a “thank you” to support with refunds, there are plenty of ways to provide service that puts the customer first.
The benefits of providing good customer service go far beyond making a stranger feel nice, however. Here are some valuable reasons to take the time to treat each client or customer how you’d want to be treated.
A customer who has received great service is far more likely to return than one who has felt ignored or received an unsatisfactory product. It can be heart-warming to see the same customer names popping up on your online store or regular faces on your premises — but it’s also good for your bank account.
Did you know that it costs five times more to acquire a new customer than retain an existing one?
Positive reviews and referrals
Focusing on your customer service will also do wonders for your business reputation. Positive reviews can make a huge difference for small creative businesses, especially those selling on independent marketplaces. Prospective customers love to see five-star reviews.
By going the extra mile with your service, you can also give customers a reason to recommend you to others, whether that’s via online reviews or word of mouth.
If you’ve ever had to deal with negative feedback from a customer, you’ll know how tough it can be. Mistakes happen, and we can’t please everyone 100% of the time. But by aiming to improve your customer service as much as possible, you may be able to mitigate the risk of dissatisfaction and complaints and avoid the stress they bring.
Less stress also means a more enjoyable job! Knowing you’ve provided a fantastic product or service and communicated with your customers to the best of your ability can be incredibly rewarding.
Need support with your customer service?
Running a small creative business is 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’s a vital element that 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.
A virtual assistant (VA) can take on a host of customer service jobs so you can focus on other areas of your business. From responding to potential leads and returning missed phone calls to replying to online reviews, they can take the pressure off and ensure your clients and customers are happy.
Erin is an experienced virtual assistant who has worked with dozens of creative 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 VA needs.