If you haven’t realized, handmade is the new luxury. And when you say luxury, customers’ expectations of service is very high when it comes down to exchanging money at a high quality product producing business. They expect an experience.
So you need to deliver great customer experience. If you don’t do it right, you may lose sales just like how a restaurant in Boston lose $400 in just 3 minutes. You can see what I mean in the video below but before that, let me emphasize the importance of positive customer service.
To over-deliver in service to a customer is by far the most valuable thing to a business. Because there are only two ways to improve the operations of a business: increase sales or decrease costs.
You will find it very hard to decrease costs, but you can offer better customer service and that allows you to increase sales. If that’s not enough to convince you, though, here are four reasons why customer service is more important than anything else in your business.
1. Worth The Price
When studies and surveys have been completed, they continue to find that a large group of consumers say that customer service is much more important than price. To get the right experience, they are willing to pay more.
2. Gain Trust
These days, people will only stay loyal to a business if they have very good reason to. Otherwise, there is plenty of competition available they could choose to move to. As a result, you have to work even harder to keep customers and build their trust in your handmade business. By providing the best in customer service, you will increase trust, and that could mean the difference between customer loyalty and customers who jump ship.
3. Word Of Mouth
If you don’t already know this, then it is time to learn. Word of mouth is the most powerful ally you have on your side. What your customers say to others could make or break your business. When you provide the best in customer service, guess what happens? People will talk about you. They will remember your handmade products. If they hear someone else talking that they need a specific kind of business, they are much more likely to say, “Oh, go to this place. They are great!”
4. Good Customer Service Reduces Problems
Problems are always going to arise for any business no matter how hard you try to avoid them. While you can’t run a perfect business with all the perfect customers, you can ensure friction doesn’t become an issue. If customers know that they can voice complaints and those issues will be handled properly, they will feel more comfortable doing business with you.
Still not convinced? Watched this video below by Valuetainment.
This video may not be a perfect example for handmade business owners but it will teach you the importance of excellent customer service and the right attitude to greet people when you are selling on craft shows.
Even more than the $400, you never know who you are turning away and the influence they have on others. He’s right that they won’t feel one missed check for the night. But when you go back to the meetings and speak with others with influence, the restaurant has lost its reputation with some of the most powerful people in certain industries.