BOOTSTRAPPING CUSTOMER SUCCESS: LESSONS LEARNED FROM THE ROAD
What We Learned About Customer Services
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Transcript of What We Learned About Customer Services
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Working with bespoke, customised products requires a lot of
customer contact.
In our line of work good customer service is crucial and it is
something we pride ourselves on.
Lancaster Printing’s director, Carrie Parkinson, spent the early part
of her career in the United States where nurturing good customer
relationships has become part of the culture. Working in this
environment provided some great insights which have been
absorbed into Lancaster Printing.
Over the years we have learned a lot and we try to apply the following
to our business every day.
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1. Make a Good First Impression
We all know that first impressions last. Make sure yours is a positive
one.
Think carefully about all the touch points of your business. This
includes your website, social media channels, promotions, telephone
calls etc.
Ensure you have a clear message and that this is communicated
consistently.
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2. Know Your Customers
Get to know your customers from the first contact. Keep clear, up-to-
date records so that you can tailor your services and content
accordingly.
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3. Communicate Clearly and Consistently
Ensure clear communication through all channels, written and
verbal. Make sure everyone is familiar with your business’ message
and communication style to ensure consistency.
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4. Deal with Complaints Swiftly
Deal with any complaints or negative feedback fairly and swiftly.
Acknowledge the problem and provide a solution. Everyone makes
mistakes from time to time. What matters is how you resolve them.
How you deal with a problem creates a lasting impression.
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5. Do What You Say You Will Do
If you make a promise, keep it. This includes everything from
providing the right product or service to the right specifications and
ensuring it is delivered on time. If you’re not sure you can meet a
deadline then don’t promise it in the first place.
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6. Exceed Expectations
We always strive to keep our promises and wherever possible we
exceed expectations. This might be providing a new product or
service or delivering a day earlier than promised.
If we can make life a little easier for our customers we do it.
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7. Say Thank You
Over the years we have built up a loyal customer base. These
customers return to us year after year with repeat orders and they
recommend our services. Why? Because we treat them fairly and
with respect and we provide an exceptional service.
We also remember to thank them. It’s such a simple thing but it
means a lot and it is something that is remembered.
We also advocate rewarding loyalty. Don’t save your special offers
and incentives for new customers. Make sure you reward your long
standing customers also.
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8. Follow Up
After the sale make sure you follow up. Customers will appreciate
you checking to see if everything went smoothly and if there is
anything else you can help with. Any issues can be ironed out
quickly and feedback will help you grow and improve your services.
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9. Keep in Touch
Don’t just sell your product or service and then disappear. Keep in
touch and nurture the relationship. Remind customers you’re there
with regular updates by e-newsletters and social media and follow up
with a telephone call every few months.
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10. Invest in Your Staff
Your customer service is only as good as the people delivering it.
Ensure your staff are well-trained and they have a thorough
understanding of your processes. Ensure that everyone is delivering
the same message in the same way.
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Always remember that good customer service leads to loyal
customers. Loyal customers lead to more business. It’s that simple.
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Lancaster Printing is a leading
supplier of promotional products
in the UK.
T: +44 (0)1524 230 300
www.lancasterprinting.co.uk