Great service is what really creates a memorable customer experience. The product (in this case, the food) matters, but it is not everything. During my travels overseas, I noticed that the level of service while dining left me underwhelmed about my experience.
Customer Service falls short in simple, but very important areas. The simple things often mean the most when building business relationships. Here's four ways to improve how people perceive your business, including response urgency, accountability, attentiveness, and displaying gratitude.
'Trust' is a key factor in the decision-making process when choosing to custom frame. Selling trust, service and expertise is a missed opportunity for some custom framers. As you consider what your business has to offer, this should be an essential part of your plan.
No matter how hard you try to provide excellent customer service, you will experience unhappy or dissatisfied or just plain difficult customers. Dealing successfully with difficult customers can provide an opportunity to grow both your business and your personal skills.
Since customer service is such a huge part of a small businesses ability to build relationships, I notice how businesses interact with customers. Being on the road gives me lots of opportunity for observing and here’s a few things I’ve noticed...
Usually what framers are really good at is creating and building relationships. We make people happy with everything we create. The one thing I would change in our industry is our inability to show to others just how much we enhance the lives of those we serve.
Many framers want to know what they should add to their framing business to increase revenue. Consider adding services like delivery, installation, on-site sales, or business-to-business programs, before adding product sales.
Building an on-site consulting program helps you meet the needs of your busy clients. Visiting clients in their homes and offices for design consultations has become a vital part of service that opens up new opportunities for business.
I do have one big weakness on this job. I continue breaking company policy when it come to hanging things we don't make. There is no way of charging enough for something like this that offsets the time, and risk of damaging it.
By offering added service like delivery, installation, and on-site consultations, you can make your business tough to compete against. Make it easier for clients to frame and they will do more framing.