Intelligent Help Desk Blog

Why the “Little Things” in Customer Service Really Do Matter

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 If you operate a service business, it will not be the polished silver, the marble pillars, or the stunning paintings that your customers remember.  Customers appreciate more than just an "exterior" element to their complete experience.  Instead, it will be the little things that made their visit a top-notch memorable experience. 

What are the little things that add to large results?  Here are just a few ideas. 

• Take Responsibility for Mistakes - Everyone makes mistakes, and training your customer service team to quickly apologize for mistakes and rectify them is one of the most important "little things" you can do to make your service shine.
• Minimize Your Customer's Efforts - If you need your customer to complete a task, make it as easy as possible. For example, if they need to send documents, ask them if faxing or emailing would be easiest for them, and then provide them with the appropriate information.
• Remember Names - Customers like to be greeted by name. It makes them feel important and lets them know you value their business. A little step in memorizing names of important customers is a big step in retaining customer loyalty.
• Smile - Customers do not like to feel like they are interrupting or being a bother. Make sure that you and your service staff always acknowledge customers with a smile and eye contact. Let them know that their needs are the most important thing at this very moment.
• Anticipate Customer Likes - Returning customers get that "wow" feeling when you remember their likes and needs. If you have a returning client appointment, set out a hot cup of their favorite tea or other beverage as they arrive. Do they like chocolate? Provide a fine brand of chocolate on their pillow. Anticipate the likes of your clients and customers, and they will be wowed by that little show of appreciation.
• Go Above the Call of Service - Do something for your customers and clients beyond your job description. Order them lunch delivery if they are on a long troubleshooting call. Offer to resolve an issue that is outside of their contract deliverables with you. This extra-mile service always gets big appreciation and return patronage. You may even get to sign a larger contract with them if they see how well you can resolve their problems.
• Give a Gift - A small gift is another small token that gets big returns for your business. It may be a gift certificate or a bottle of wine for a returning customer. Perhaps even hard to find tickets to a popular event. The little gifts you give are always worth the expense if you gain additional customer loyalty and referrals.

These are just a few simple examples of the little things you can do to improve customer relations.  By paying attention to the details, the little things you add to your service experience will result in big returns.

- Meredith Estep