Four Rules For Great Customer Service
Everyone seems to agree that great customer service is essential to long-term business success, especially in today's competitive marketplace. Customer service is one area in which small retailers can distinguish themselves in comparison to national, impersonal big-box stores, but small retailers are often short-staffed and overworked. Making great customer service a priority then has to be a mindset.
Great customer service is essential to long-term business successIn this article we will review four tried-and-true rules for great customer service, plus a bonus fifth overarching rule for good measure.
- First, don't blow off or ignore complaints. If a customer complains, they often have a good reason and it's an opportunity to learn something, so hear them out without interrupting or getting defensive. It may just be a perception problem, but if it is a real shortcoming you haven't noticed because you are too involved in the day-to-day, it will be an opportunity to fix it.
- Put yourself in your customer's shoes. Remember what it feels like when you have been disappointed by a product that didn't live up to the advertising. Offer a sincere apology for the inconvenience, whether or not you think the complaint is justified.
- Customer complaints are about products or services that didn't live up to their expections, don't take it personally. Assure the customer you are committed to their satisfaction.
- Finally, never say, "It's not my problem," even if you aren't the one who can solve the issue. Make a personal commitment to do whatever it takes to solve the problem, even if it's not in your job description.
Bonus: As an overall approach, you can't go wrong if you always do what you say you will do. Over time, commitment to integrity, whether in advertising or in one-on-one interactions with customers, will build a reputation that will survive isolated complaints.
Quick Industry News
TRADE SHOW NEWS
Rocky Mountain Trade Show Finds New Venue, Plans Show This Month
The Rocky Mountain Apparel, Gift & Resort Show, which was without a home when the Denver Merchandise Mart closed permanently due to economic strain in the COVID-19 pandemic, is going forward with its winter show February 21-23, 2022. The show, which is under new ownership, will be at the Colorado Convention Center in Denver.
The new semi-annual event will still feature most of the same companies and lines that the previous show had. In addition, the new event will also feature many new resources that have never been part of this great market. The new show will continue to be the region's leader in the following categories: lodge and resort souvenirs, Native American jewelry, home décor, pottery and rugs, apparel, fashion accessories and jewelry, outdoor and western products.
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Badash Crystal
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Badash Crystal, which is proud to offer some of the world's finest mouth blown lead free crystal. The company's factories are renowned for their standards of quality, which can be determined by the weight, and clarity of the crystal. Clear lead free uncut crystal has; over the years become our most popular category and a Badash specialty.
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Christ Visions®
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Gracefully Designs
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Green Rhino
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Pat Pearlman Designs
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Since 1971, Pat Pearlman has been designing jewelry.
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The Pocket Plus
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The Pocket Plus is portable pockets that attach with magnets for a convenient way to carry things on the go.
Pure Factory Naturals
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Pure Factory Naturals collections, including Flip Flop Foot Repair,Splash. The collection includes lip balm, foot repair, body lotion, hand cream, solid lotion bar, salt glow, skin repair.
Pure Mana Hawaii
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Red Carpet Studios, Ltd.
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Rudolph and Me
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Joe and Sue Brielmann have taken their combined experience of over 28 years in personalized products and design to create one of the fastest growing cart businesses in the country. Their creative ability, attention to detail, and the highest standards for quality and customer support, are among the reasons Rudolph and Me has experienced such huge growth.
Sanis Enterprises
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Sassafras Hawaii
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Sassafras Hawaii is a family owned and operated business. It was founded in 2010 in Waimea on the big island of Hawaii. Creating the island inspired collection called "Sassy," each of the company's pieces tells a story, a myth or legend of Hawaii or Polynesia. And every piece is handcrafted in solid sterling silver, with natural gemstones, and colorful south seas shells. "It is our pleasure to share with you our designs filled with meaning. Designed with love, thankfulness and appreciation for this island we now call home. Handcrafted with Aloha from our Ohana to yours."
Smile Drinkware
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Smile Drinkware provides custom tumblers to major brand manufacturers and also provides hundreds of unique exclusive tumbler designs to retailers and consumers. Provides high-end, top-quality insulated tumblers.
Snazzy & Company
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Snazzy and Company's sea-glass jewelry uses mostly recycled glass and the metals the company selects are environmentally friendly. Founder Anna Shaw researches and designs every charm herself and continues to use local help to assemble and create her jewelry. "Because Life is not Black and White."
SOi Essentials
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SOi Essentials is a Northern California based company that offers an array of richly scented candles to enhance your overall wellness. SOi Candles are hand-poured in the USA using 100% All Natural Food Grade Kosher Soy Oil, that burns cleaner and up to 40% longer than paraffin based, wax or soy blend candles. The company's candles are made with 100% cotton lead free wicks, are soot-free and do not emit harmful toxins (such as Benzene) into your home or the environment.
Staywell Copper
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Studio B Inc.
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Your Place for 1,000’s of Unique Licensed Posters, Art, Stickers & Collector Pins. An industry leader for over 30 years with the best collection of Music, Movies, Nostalgia, Comics, Art, Anime, Blacklight, Landscapes, etc… Products are available for Resale in Stores, Online, Colleges, Conventions & Anywhere you exhibit!
Sunset Vista Designs
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Sunset Vista Designs offers you extra margin opportunities, and sells thru at retail. They offer innovative designs, in proven products, with space saving merchandising solutions, and attractive package deals that all add value to the quality products we offer. Many say this is the "best ever" line of innovative gift, garden, and home decor.
Ted Dailey Jewelry
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Vintage Girl:
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Inspirational stationery and home decor, featuring the work of owner-artist Michelle DeFillipo. Michelle uses her love of inspirational words, vintage paper, architecture and color to inspire and uplift. Her artwork expresses a range of sentiments from the sincere appreciation of a true friend to self motivation for each day.
Whimsy Me Purveyors of Southern Sass - Tea Towels and Vintage Hand Stamped Silver Plated Flatware
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White Elephant has been in the wholesale business for more than 25 years, with a promise of best quality products and prices for their customers. The company's home decor is exclusive, designed and handmade by their own carvers with love and care. White Elephant offers a wide variety of products and there is something for everyone.
Wild Hare Designs
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Wild Hare Designs features an assortment of whimsical, humorous sayings available on kitchen, bar & tea towels, as well aprons.