The Importance of Customer Service as an Entrepreneur

When you own a business, the customer is king. The question is, do you have the skills and knowledge to treat them like one? 

There are many entrepreneurs out there who simply aren’t great with people. They never learned how to interact with others in a customer-service relationship. But if you want your business to become a success, you need to learn how to work WITH your customers and give them the best service of their lives, no matter what your industry or business model!

Customer Retention

One of the biggest struggles that entrepreneurs face is attracting new customers. It requires strategic marketing, word-of-mouth, and some good old-fashioned luck. When you acquire new customers, you want to make sure you are building and supporting those working relationships for as long as possible.

The secret to this is providing them with outstanding customer service. If a customer is happy with the service they receive, they will be more likely to purchase your products and return time and time again. Even better, they will likely spread the word to their friends and contacts. 

By providing excellent customer service, you will not only be holding onto your customers, but also positively reinforcing your brand. Think about the big brands out there that provide outstanding customer service. Customers remain loyal to them because they know they’ll be treated right. 

Positivity Breeds Positivity

Customer satisfaction as well as employee satisfaction is essential.

You want your team to feel like they are making a positive difference with their work. A great way to foster this kind of environment is by creating a positive company culture with excellent customer service. This strategy can be a powerful motivator.

When a business doesn’t treat customers with the respect and service they deserve, it can have a significant impact on employee morale and teamwork. When employees don’t care about their customers, they aren’t going to care about their work.

But when customers are always treated with positivity and respect, it empowers your employees. It makes them proud to work there, not only improving employee morale but also increasing employee retention!

Customers Will Pay a Little More for Excellent Service

Imagine there are two companies that sell insurance. 

With the first business, they treat the customer rudely, not paying attention to their needs, giving them the cheapest insurance they can find. The second one goes out of their way to give their customers outstanding coverage, asking them a ton of questions, and customizing the experience to their needs. In doing so, their rates are higher than the first one. 

While some people might be attracted to the lower prices of the first business, I’d put my money on the longevity of the second business. Why? Because their customers are likely to stick around! They were treated with an outstanding customer experience, meaning they will likely be treated similarly in the future. Customers pay for more than just products from a company. They are also paying for the overall experience from the moment they walk in the door or visit your website.

That’s the power of treating your customers like gold. If you can’t offer lower prices, then offer better service. It won’t cost you anything but can result in big returns!

Is the Customer Always Right?

I’m sure you’ve heard the phrase; the customer is always right. It’s over 100 years old, coined in 1909 by the founder of Selfridge’s Department Store in London. Many companies have taken “the customer is always right” motto. That, of course, is ridiculous.

There are times when customers can get abusive or take advantage of your business. Let me ask you this: if a customer steals something, are they right? What about if they start to scream and publicly berate your employees for something that isn’t their fault? Absolutely not. 

What the phrase actually means is that you should make every effort to take care of your customers. The customer might not always be right, but that doesn’t mean you shouldn’t put them first while working with them. You want them to feel like family, but there comes a point where blindly saying that the customer is correct no matter what is simply damaging to your business. 

You might be worried that unsatisfied customers will leave a negative online review. If one does, simply post a response to it on that forum, addressing their points clearly and politely. Those who read the initial post will see that you responded to it professionally, often negating the negativity of the review. 

As an entrepreneur who works in a variety of industries, nothing gives me more pleasure than hearing from a satisfied customer. It gives me a sense of pride and purpose that I was able to help them find solutions and succeed. Similarly, I love to hear about positive customer feedback from my teams. 

For example, at CBD Hemp Experts, the entire team is focused on providing CBD-focused businesses with the products they need to succeed. But they offer more than just that. When a customer starts working with us, we take the time to understand their business’ needs, going out of our way to offer a positive experience. When you can foster that kind of environment in your businesses, it will show returns that go far beyond just your bottom line.