Evaluating Your Customer Service

“All I want is one widget.”

For the client, it’s simple and direct.

They need something, they call, someone answers the phone takes their order, sends the product with their invoice and boom: they have their one widget. They’re happy. They tell everyone they meet that they’re happy.

People understand that you’re a great company to work with because no matter how simple the need, you fill it.

“All they want is one widget.”

For the small business that doesn’t understand this and needs to sell widgets by the hundreds per client to increase their profits, it’s a hassle.

The client is demanding just one small widget, the commission is low, the quoting process is long and drawn out, so you push the client need to the bottom of the list.

You’ll get back to it once you’ve filled the orders of your “important” and “big budget” clients. So, the client calls again. You tell them you’ll get back to them as soon as possible and, once again, the client waits. Their need becomes more urgent and they watch their deadlines slip past, but still no call. Now, they’re not happy. They vow never to return.

They tell everyone they’re not happy and not to bother contacting your company. The people they talked to continue to spread the word about your shoddy customer service to their own contacts.  The potential for lost clientele continues to grow.

People start to understand that you don’t value their business and your focus is on pleasing only the big budget clients.

So, if you’re a small business or entrepreneur, how do you handle your client needs?

Do you rank them based on potential value, first come first serve, or do you treat everyone the same because your main goal is to have happy customers, no matter how big their budget, spreading the word about your customer service.

Related posts:

1. Interaction Builds Business Communities