Andrew Draayer Explains the Importance of Providing Great Customer Service and How You Can Improve Yours

No company can survive when it neglects customer service. The most successful companies devote a great deal of time to improving their customer service and experience.

Without excellent customer service, your company will not stand out among your competitors. Sometimes two companies with equivalent lines of business will be separated only by the quality of their customer service, with the poorer-quality service leading to lower performance.

Andrew Draayer, a business expert from Phoenix, Arizona, shares why excellent customer service is crucial and how your company can work to improve it.

Customer Service Affects Branding and Public Image

Quality customer service can be an asset to your company’s brand. Branding involves assembling all of the information about your company accessible to the public and providing a coherent representation. Your brand may include details like your logo and niche in the business world, but your public reputation is even more important.

Customer service can be woven into your brand and show your patrons that their needs are number one with your company. From frontline interactions with customers to follow-ups and reviews, ensure that your entire customer service pipeline is well-thought-out.

Enhanced Customer Reviews

Reviews are one of the cornerstones of doing business today. Great customer service is one of the reasons why people are motivated to post positive reviews of your company. Since 91 percent of all customers read online reviews, it is crucial to keep on top of them.

Reward your employees mentioned in positive reviews, perhaps giving them an afternoon off or a gift card. This will motivate them to continue putting the customer’s needs first.

Word-of-Mouth Marketing

Customer service greatly enhances word-of-mouth marketing. Many customers are induced to do business with a particular company because their friends and family have raved about it. When your company takes special care of its customers, you will invite more positive word-of-mouth and enhance your company’s visibility among members of the public.

Retaining Customers

Excellent service helps you retain customers. Even after they have tried all of your offerings, they may stay on because they enjoy being treated well by your staff.

Retaining customers also means that there will be a lower cost of acquiring new leads or prospects. New leads can be expensive, and if you can keep a customer on, you will save money.

Reducing Employee Turnover

Companies that engage in the best customer service practices have lower turnover than those that do not pay attention to taking care of their customers. Not taking good care of customers creates a negative work environment, and many conscientious employees choose to remove themselves from this environment and work elsewhere.

How to Improve Customer Service

Following are four tips from Andrew Draayer that can help your company improve its customer service capabilities:

1. Reduce Employee Turnover

High employee turnover can negatively impact customer service. Customers are often irritated when they have to deal with someone new or just being trained. Veteran staff members give better customer service and can keep long-term visitors satisfied.

To reduce employee turnover, make sure that your employees are treated as well as your customers. Take their concerns seriously, provide a positive work environment, and foster cooperation at all levels.

2. Proper Training

Another way to enhance customer service is by properly training your employees. Employees should have a framework that they need to follow to complete a transaction. One good example of a company with outstanding customer service is the fast-food chain Chick-Fil-A. The company’s employees are well trained to respond to all of a customer’s needs and, in some cases, to anticipate them. Everyone who has contact with customers is trained in the necessary procedures.

3. Personalized Service

Providing personalized service is another important task. Frontline employees should be encouraged to know their customers or clients, remembering their needs and wants. Customers feel flattered when representatives know them, and they will be more loyal as a result.

4. Create a Positive Work Environment

If your employees are unhappy in their jobs, it stands to reason that their unhappiness will spill over into their customer service. Companies that have unhealthy work environments often find it difficult to provide quality customer service.

Spend time developing your company culture, ensuring that fairness and integrity are two of the top concerns. With happy employees, you will be far more likely to have satisfied customers.

Creating the Best Customer Service

Andrew Draayer wants to make sure that companies understand how important customer service can be in their bottom line. Happy customers are returning customers, and it is more cost-effective and profitable to serve returning customers than to chase new ones.

Taking a proactive approach to customer service can help companies increase their profitability and create a positive public image. Andrew Draayer believes that no company can truly succeed without proper attention to customer service.