I’m a pretty easygoing guy. It takes a lot to rattle me.
But this week, I was rattled. I had one poor customer service experience after another at businesses in my home town. From a sandwich shop to a local office supply store, I was blown away by how little they seemed to care about whether or not I was a satisfied customer.
Honestly, I felt like I was suddenly flying through the Bermuda Triangle of customer service. At times I was hoping that I was on one of those “hidden camera” shows, waiting for someone to pop out from behind a display of chocolate chip cookies to tell me it was all a joke.
But it wasn’t. It was real. Real bad.
I decided to stop buying from a few places where I was a regular customer. Loyal, repeat customers are difficult to come by. And assuming that your product is good – in your case, your handcrafted jewelry – one of the keys to establishing a loyal base of long-term customers is in providing outstanding customer service.
Elite customer service is not necessarily based on common sense. It’s based more on core values, and your own prior experiences with being treated extremely well. So, I wanted to share my own customer service principles to begin a discussion where I hope you'll share yours.
When you’ve established a set that really work for you and your jewelry buyers, you can write a book about it, because there will be no shortage of businesses that need to read up on the subject.
Especially in my neighborhood.
Here are my own:
DAVID WEIMAN’S CUSTOMER SERVICE PRINCIPLES
1. I view it as a privilege to provide my services to others.
2. I want my clients to feel that they received more value than the price they paid.
3. I will communicate as quickly as I can in response to each order or contact I receive.
4. I will learn as much as possible about what my clients want, and what they love.
5. I will be patient and understanding when responding to complaints.
6. I will be honest in dealing with others, even if I lose money because of it.
7. I will seek “Win-Win or No Deal” relationships with clients and vendors.
What are yours? Please reply!
Hi David,
ReplyDeleteI would like to say how much I agree with you. I recently had a run in with a company selling Google Adwords, Who didn't care about me or my businedd, I complained about their service, they didn't care but I gave them the benefit of the doubt, they made big mistake after big mistake I complained 5 times and got no response so I sought help, then they left me threating messages on my anwser machine!
My Customer Service Rules are:
1. I always treat customers how I would wish to be treated myself.
2. I will always give personal thorough responses to any questions, complaints and queries and proceed in good faith.
3. For the customers who are really tough I will kill them with kindness! even when I have had enough.
4. Every customer matters to me, I will do all I can to make them know that they matter to me.
Jenni - Bespoken For
I really like these, Jenni. I especially like #3, because it shows (it seems to me) that you regard the tougher situations as more of a challenge to handle correctly, and you strive to do that!
ReplyDeleteGreat contribution.
Hi David,
ReplyDeleteI have not had much time as a maker of jewelry. My biggest customer is a retailer that I sell to, but in my formar life I was a businessman that ran an automotive repair shop. My principles of business were and are as I can apply them to my current business are:
1. Do it right the first time.
2. If the first time was not sufficient, bend over backwards to correct the problem.
3. Complete it when promised.
4. Be totally honest.
5. Give the customer more value for their purchase than they expect.
6. Charge a fair price that is fair to both the customer and to you.
7. Ask the customer to come back.
8. Remind the customer that they are #1, I appreciate their business and that I am available to be of assistance again.
9. There are no stupid questions. The only stupid question is the one that you don't ask.
Thank you for the oportunity to share,
Ken Moore
Ken Worx
Ken: Thanks for such an awesome response and list.
ReplyDeleteThey are all good, and this one especially caught my eye ...
7. Ask the customer to come back.
I KNOW that I forget to do that, but I'm going to add this to my list. :-)
Hi Dr Weiman - i enjoy your blog and agree 100% with your customer service principles - i wonder though if the "assumption sell" is an example of disrespect where a person's value is only for dispensing money? - and do we expect customer service because we have the money? good discussion, peace for all
ReplyDeleteHi David,
ReplyDeleteFirst, thanks for always having great content - it's a big help!
I've actually given a small lecture on customer service, and aside from the wonderful policies everyone else has listed, a few others that I also put into practice and talk about are:
1. Always smile when talking on the phone - people can hear it in your voice!
2. Always apologize for their inconvenience, problem, bad experience, etc. Whether you can fix it or not, people want to know you truly care.
3.Keep the 'slang' (yep, uh-uh)to a minimum and try to avoid industry jargen so as not to speak over your customer's head.
4. Reward every customer - whether it's with free shipping, a free piece of jewelry, free information, anything - it gives more value to your services and lets them know they are worth it.
5. Always look them in the eye - when you're face to face, of course. :)
Thanks again!
Michelle Buettner
MiShel Designs
Thanks for tackling this very important topic! I agree that customer service can make or break your business. In addtion to the great items already listed, I want to be sure I always:
ReplyDelete--give my customer the benefit of the doubt
--make eye contact and genuinely find something/some way to connect with them
--communicate clearly (it can help avoid multitude of problems later)
--provide value added service (it may cost a little more up front, but can help create repeat customers and great word of mouth advertising)
--invite satisfied customers to share their experience with others and reward them for doing so
--make serving my top priority
-replace "no problem" with "certainly" or "my pleasure"
There are many great customer service principles listed in this blog already. In particular, I agree that honesty is the best policy. I'd like to add a few that I feel are also especially important;
ReplyDelete1) Always provide a product that is the best possible quality. Never pass off work that is sub-par. It may not seem like it, but this IS a customer service issue.
2) Demonstrate interest in the customer, in their wants, needs, questions, etc, by looking them in the eye, not interupting (even if I think I already know what to say w/o listening to the rest of what they are actually saying), and keeping a pleasant expression on my face, no matter the circumstances.
3) At a show, I thank the customer for stopping by my booth, even if they didn't buy anything. After all, you never know when someone might come back later in the day, or even shop on my website weeks later (everyone who stops in is offered a card w/ the website on it). Also, I'll be back the next year, and they may be back too.
4) Interest in my work, including both positive AND negative feedback, is always to be appreciated.
5) Never, ever close a booth early. If the show ends at 5 pm, then I begin packing up at 5:01 pm and not a second sooner. I've made some excellent last minute sales because I was one of the few booths still completely up and running right up until the end. Nobody wants to feel like they're in your way as they peruse your work toward the end of the show. I let the customer know, thru my actions and my attitude, that I have nowhere else I'd rather be than with them, right there, showing my work at that moment.
5) Always mail website orders promptly, include a thank you, and follow up a few days later to make sure everything was recieved and that the customer is satisfied.
6) I always try to remember what a particular customer was interested in, especially repeat customers, either at a show or on the website, and make sure I have work taylored to their interests. Even if they're not interested, someone else will be, so my time is never wasted, as long as the work is good.
There's lots more, but these are ones I feel the most strongly about.
Thanks for posting about this important issue!
Elaine Whalen
DaisyCat Jewelry
I had one such experience recently and we used to be loyal frequent customers, and now we will not go there :-).
ReplyDeleteI don't really have any customer service rules as such...I just treat them really nicely. I am nice to them. And do all I can to make sure they are happy.
Swati
FleurViolette (Jewelry)
Hi David! Thanks to you & everyone who posted such great customer service ideas many of which I use, but my list has definitely expanded now.
ReplyDeleteIn addition to the many wonderful ideas mentioned in the other posts here are some that I make sure to provide as part of my customer sevice.
I make sure to always put my jewelry in as fine of packaging as the jewelry itself. Beautiful pouches or boxes with complementary colors of tissue paper then in a artsy gift bag including some candies and some business cards.
I also write the qualities & benefits of the gem stones of each piece I sell.
And another thing I do is include or send a Customer Appreciation postcard with a short personal Thank you note and 20% off next purchase over a certain amount spent.
For Holidays & Birthdays I send cards or ecards
including Customer Appreciation Sales.
My best wishes of success to All!
Noor
Jeweled Light Gems 11
lightlove11@aol.com
Wow -- I've only been reading your blog for couple days now, and what great timing! All the points that have been brought up are fabulous. And I agree with you on some of the local business falling down on their customer service. I was at a Major Chain bulk warehouse recently for groceries and had to watch that the *employees* didn't run me over! "No, no, don't mind me: I'll pay for the groceries after I get out of the hospital!"
ReplyDeleteI used to use a florist close by and when I went to order leis for my oldest daughter's high school graduation 2 years ago; they refused because the local public high school graduation wasn't until next week, so they didn't order leis until then!
ReplyDeleteWell, right there, they lost me as a customer FOREVER! I found the other florist in town, even though they are not as close and even though my daughter's graduation was 2 days away, they said "no problem, but it might be expensive with so little notice." Right there, I knew I found someone I could work with and I vowed I would be that type of vendor.
Even though I have yet to sell any jewelry on line ( I have sold to people who have seen jewelry I am wearing); I am going to use the philosophy of if you want it -- I will do whatever I can to try to satisfy you -- but I will let you know that it might be more expensive than you might expect, so you are not unpleasantly surprised and know that I am honest!
1)Always treat the customer with respect.
ReplyDelete2)The customer may not always be right but it's important they always leave happy.
3)I also give little freebies to people who help me generate more business because without them, I might not have acquired those new customers. It makes me feel good to show my appreciation and it makes them feel good to help...not to mention a new piece of jewelry made just for them!
My, this is a great post! I love all the positive suggestions and really don't have much to add.
ReplyDeleteI will say however, be careful not to bad mouth anyone, even if your customer does.It is a trap that is easy to fall into if you agree with them.
Thanks to all for your great lists.
The comments have been awesome and I will be making a list that includes quite a few of these listed. I try to remember two rules: #1. The customer is always right. #2. If the customer is wrong, see rule #1.
ReplyDeleteBarbara
Lone Wolf Enterprises
Ruralrose -- interesting comment. All I can say is that this is a value-for-value relationship, so the expectation is, yes, that the person is going to pay for something of VERY high value, and the assumptive close is fine, in my thinking.
ReplyDeleteMichelle: Nice points! Apologizing costs nothing and is quite important, and I just covered the importance of giving in the current issue of Jewelry Selling Insights (http://www.marketingjewelry.com/jewelry-selling-insights.htm)! GTMA!
Valerie: I like how you re-framed "no problem" into something positive!
Elaine:
ReplyDeleteGreat point about showing interest, even in people who seem to be non-prospects.
I talked to someone once for 45 minutes at a Lapidary Journal book booth, and she eventually decided on a book about making beads ...
The patience paid off.
Swati: It's amazing how many customers are lost by companies who don't pay attention!
Noor: GREAT points about packaging and additional promotions. I'd love to do a special issue in Jewelry Selling Insights that's only about packaging and display items! I'm amazed at how little some companies (generally not jewelry makers, though) put into how they send things out.
David,
ReplyDeleteDo you ever feel there are situation when the customer is NOT always right?
Great, great blog.
ReplyDeleteMany points here actually inspire me to go back to my old principals...
I'm selling my handmade jewelry at the local farmers market and x-mas shows. Meaning most of my customers are people I see all the time (I live in a small town). Besides selling my own pieces (4 years now) I was always happy to "repair" the customers jewelry even if it weren't pieces that I had made or were people that had decided 4 years after the purchase to have the silver hook replaced by a gold hook. To 95% I never charged anything for this service unless I had a major expense (i.e. 24kt. clasp).
Now lately people come to me with outrages (well thats what I think silently) requests, that take me sometimes hours to complete and so I decided to charge for those services accordantly.
Which I did.
Let me tell you. It leaves a bitter taste in my mouth when people leave my booth after 'the transaction of me returning the fixed/altered piece and receiving the money'. Something is missing! I'd rather have a few dollars less in my pocket but have the wonderful experience of a 'wowed' customer who's happiness fills my selling space with positive energy, joy, and satisfaction. It is 'priceless!' pd