Follow Your “Knows” For Great Customer Service

volunteer-1550328__340To be competitive in business these days, it seems like you have to know it all. Experts advise that we have to know how to deliver great customer service all the time, at any time, how to market our business in the digital world, how to keep ahead with the latest technology, and the list goes on and on. But when you break it down, there are really just four essential things you really need to know and follow to keep both you and your customers happy.

Know your customers

All customers want to be seen, heard, and valued, no matter what business they’re interacting with. And, whether it’s through repeat business, online reviews, or word of mouth referrals, they will tell you if they’re feeling valued or not.

So what is it that your clients seem to appreciate more than anything? Is it that you respond to them quickly and never leave them hanging? Is it that you treat them like family, making sure they have the information and support they need to fully benefit from your service or product? If you’re not sure what your customers appreciate most, ask them.

Know your strengths

Most of us can identify the few things we do really well, and these are often the things that we enjoy doing the most, that make it seem like times flies by. Identify your company’s top two or  three strengths, and then talk about them. For example, at Towne we train our receptionists to deliver “gracious” service, meaning they don’t rush through calls and they treat all callers with kindness.

We also know that the innovative ways we can customize our technology to meet each client’s particular needs is unique to us. So, when we tell people what we do, we talk about how we make it easier for our clients to get their jobs done well with custom communications solutions and gracious customer service. Identify your strengths, and tell people about them.  

Know your weaknesses

It’s just as important to identify your top weaknesses as it is your strengths—the difference is in how you talk about them. Obviously you’re not going to shout your weaknesses from the mountaintops, but you should discuss them honestly with your team. When they’re on the table, you can decide whether there are ways you can improve them, or if there are ways you can delegate others to help.

At Towne we work with many amazingly successful businesses that realized they needed help delivering consistent and prompt customer service, starting with answering their calls. Rather than spin their wheels or misdirect their resources trying to fix it in-house, they turned to us to take that weakness off their plate.

Know your options

Many business owners get stuck, particularly when dealing with a weakness, because they don’t know what their options are for fixing it. But chances are good that someone you know or work with has a creative solution. If you’re stuck and keep it to yourself, you stay stuck. If you talk about it with trusted colleagues you’ll most likely learn that there’s an option you weren’t aware of.

We see this a lot. A client will say something like, “I wish I had a way to remind customers about their appointments without having to call them.” Now that we know they have that need, we can provide a portal where they upload a spreadsheet on a weekly basis and our system automatically sends text or email reminders.

So, to succeed in today’s market you really don’t have to know it all. You just have to know the essentials.

If you’re curious about whether an answering service might enhance your strengths or help with your weaknesses, call Towne Answering Service at 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment. We can partner with your business to provide personalized, exceptional customer care that meets your specific needs and goals.

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.