Your Small Business Customer Service Plan - Part 1

Recently, I was looking for a professional web designer to help me with one of my websites. Out of the four people I contacted, one did not reply, one replied with a sample I had not asked for, one replied with a detailed overview of costs and the other responded with a warm comment about my website and an offer to discuss my needs in an online chat.

The first non-reply may have been an email gone astray;

but, there was no back up contact information on the site.

I was left with thoughts like: "Hmmm, maybe they didn't like my website? Maybe they already have too much work and just can't be bothered to reply?" As my email inquiry didn't come back as undeliverable, I have no idea why there was no response.

I thought it was nice of the second web designer to go to the trouble of copying a page of my site and making some changes;

however, the changes made were not ones I was looking for. I emailed the designer and told her what I wanted to do. I got a return email saying that I was not to use the page she had done unless I paid for the work.

Considering she made changes that I had not asked for, and indeed, were not required, I was left feeling that she was accusing me of being dishonest. I emailed back assuring her that I would not be using the page, and politely informed her I would not require her services.

My choices narrowed down to the person who sent the fee structure for services and the warm email suggesting that we discuss my needs. While I certainly considered and would recommend the third choice to anyone,

I chose the last reply because it was the only one that focused on my needs. Obviously, the last business owner had put some thought into providing good customer service even before a contract was signed.

How does a business develop a customer service policy that works at all stages of the transaction?

The secret is to build your business with your customer in mind. If you adopt a customer- focused mindset, you can't help but improve your bottom line.

It starts with your business plan's mission statement. Every business owner has a vision of what the business could become. Your mission statement will set out briefly how you intend to get there. Whether you are a one-person operation or a gigantic conglomerate,

your mission statement will remind you of why you are in business and provide a benchmark for your policies and procedures.

The wording of your mission statement should indicate and prioritize how you and your team will deliver your company's product or service. A clear, concise mission statement is the guideline for every step in your company operations and each employee should have input into its development.

EXAMPLE

Creative Purrsuits' Mission Statement:
Provide affordable writing and consulting services to home-based business owners. By forming friendly relationships with all clients, I will better understand their needs thoroughly and strive to exceed client expectations.

Read Part 2 of this Article here | Back to Article Index

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Your Small Business Customer Service Plan - Part 1

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