IL – September 13, 2012 – A warm smile and a kind gesture can brighten
even the gloomiest of days. When working with customers, it is always important
to recognize the integral part of quality service. September is National
Courtesy Month and Better Business Bureau serving Chicago and Northern Illinois
(BBB) is encouraging business owners to recognize the importance of proper
business etiquette when dealing with customers.
The trust that is established between a customer and
a business is not only the foundation for a successful business transaction,
but makes for an overall healthy business relationship between the business and
the customer. The customer needs to feel that they have been heard and that
they have received the time and patience they deserve from the business.
above and beyond for your customers you are creating an environment of trust
and a positive example for managers to follow,” stated Steve J. Bernas,
President and CEO of the BBB. “It creates a cycle that grows the customer base
by ensuring that first time customers will return.”
The BBB offers these business tips:
Always greet your customer with a warm welcome. When a customer comes to your business, make sure to address them by
name and with a friendly welcome. Customers pick up on your attitude and will
quickly judge your business accordingly. A warm welcome invites the customer to
stay a while and encourages them to do business with you.
Go the extra mile. Thank you notes, birthday cards, and personalized coupons are a great
way to show your appreciation to your customers. If a customer makes a request
for something special, do everything you can to say yes.
Give the customer the benefit of the doubt. Whether it’s online or in person, customers can and will complain at
some point during your business’ lifetime. Make sure you know how to handle
even the most disgruntled complaint. Give your employees guidelines on what to
say and how to act. Respond consistently and timely if the complaint is online.
Outsiders will see and appreciate your attempt to resolve, even if the
disgruntled customer does not.
Lead by example. Employees take their cue from management. Make sure that all senior
staff are aware of how they treat their staff. Employees can become the face of
the business and it is important that the positive interactions staff receives
from management, reflect in their daily interactions with customers.
Seek out feedback. Ask your customers and fellow employees, “How are
we doing?” Make an honest effort to resolve and execute any suggestions.
Keeping customers and employees happy is the key to success for any business.
Feedback allows for a great pat on the back and time to reflect on what needs
to be changed.
For more consumer tips,
As a private, non-profit organization, the
purpose of the Better Business Bureau is to promote an ethical marketplace.
BBBs help resolve buyer/seller complaints by means of conciliation, mediation
and arbitration. BBBs also review advertising claims, online business practices
and charitable organizations. BBBs develop and issue reviews on businesses
and nonprofit organizations and encourage people to check out a company or
charity before making a purchase or donation.