Good Customer Service Made Simple
(This article first appeared in Gift & Home Retailer News almost 10 years ago, but it's message is still relevant today)
Running your business is complicated; you have a lot on your plate. But good customer service is the lifeblood of any business. Bringing in new customers through promotions and sales are important, but unless at least some of those customers come back and buy again, your business won't be profitable for long.
So it's key to send your customers away happy - happy enough to give positive feedback to their friends.
You can sell anything to anyone once. But your approach to customer service will determine if you'll ever sell that person anything else. In her newsletter, business speaker Barbara Wold says, "The essence of good customer service is forming a relationship with customers - a relationship that an individual customer feels he would like to pursue."
Below are Wold's Eight Simple Rules to Good Customer Service:
- Answer your phone. Make sure that someone with a pleasant voice is picking up the phone.
- Don't make promises unless you "WILL" keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception.
- Listen to your customers. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting certain merchandise or how to solve the problem.
- Deal with complaints. Give the complaint your attention, you may be able to please this one person this one time -- and position your business to reap the benefits of good customer service.
- Be helpful - even if there's no immediate profit in it. The other day Jane popped into a local watch shop because she had lost the small piece that clips the pieces of her watchband together. When she explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to her watchband -- and charged her nothing! Where do you think Jane will go when she needs a new watchband or even a new watch? And how many people do you think she has told this story to?
- Train your staff to be ALWAYS helpful, courteous, and knowledgeable. Give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know."
- Take the extra step. Lead the customer to the item they asked about. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it.
- Throw in something extra. Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile -- people love to get more than they expect.
Applying these eight simple rules consistently, you will make your business known for good service. Over time, good customer service will bring in more new customers than promotions and price slashing ever did!
Quick Industry News
NEW WHOLESALE WEBSITES
Beach Walks and God Talks just opened its new CAMEO EZ©, B2B, mobile-friendly website. "Beach Walks and God Talks" is a full-color book by Karen Ellison of Kailua-Kona, Hawaii. The full-color glossy pages of this Christian devotional gift book take your customers on a beach-combing journey where they will find treasures from the sea and for their souls. Each double page spread features an inspirational story set at the beach with stunning photography and enriching sidebars. Your customers will find themselves peacefully reflecting on God's love for them as revealed through His creation. Endorsed by Jim Daly, President of Focus on the Family, they will want one for themselves and more as gifts. It is an especially meaningful Christian Christmas gift.
Featured Vendors
indicates a CAMEO EZ© web site.
Ala Carte Alice
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Ala Carte Alice's mission is simple: to provide the best products and service to their customers and use the freshest ingredients that they can find. Alice Wooten takes great pride in her company, their commitment to customer service and in the products they sell. Ala Carte Alice’s products include savory sauces, red dog rubs, glazes, relishes and jams. Black and Blue Bacon, Creme Brulee and Sante Fe are just some of the yummy cheese balls Alice offers. In addition, there are mouth watering desserts, party dips and awesome entrees. You have go to try Ala Carte Alice for an excellent cullinary experience!
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.
Beach Walks and God Talks
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"Beach Walks and God Talks" is a full-color book by Karen Ellison of Kailua-Kona, Hawaii. The full-color glossy pages of this Christian devotional gift book take your customers on a beach-combing journey where they will find treasures from the sea and for their souls. Each double page spread features an inspirational story set at the beach with stunning photography and enriching sidebars. Your customers will find themselves peacefully reflecting on God's love for them as revealed through His creation. Endorsed by Jim Daly, President of Focus on the Family, they will want one for themselves and more as gifts. It is an especially meaningful Christian Christmas gift.
Christina's World®
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Christinasworld.com is the online store for beautiful hand-made glass ornaments and collectables.
Christinas Clean Creations
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Christinas Clean Creations features organic all-natural cleaning products for everyday life. All cleaning supplies are always kid and pet-friendly.
Doles Orchard
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Based in Maine, Doles Orchard specializes in Custom Woodworking and Laser Engraving Services. The company is dedicated to high quality craftsmanship, timely delivery and customer service. Products include advent calendars, children's creative play, gift boxes, ornaments and more.
Drew DeRoseDrew DeRose's lines run from tabletop to decorative figurines and include candle holders, cannisters and cookie jars. All products are colorful and original. The company has a creative staff that designs merchandise for Drew DeRose Designs.
Evolve Botanica
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Evolve Botanica combines modern skincare with herbal roots. The company features Bath Bombs, Bath & Shower, Lip Balm, Soaps, and more.
Fancy That Gift & Décor
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Fancy That Gift & Decor, Inc. celebrated its 18th anniversary in August, 2019. Owners, Steve and Carmen Mendelson, have used their experience in gift and home decor to build a company that takes pride in providing quality Coastal Decor products and service with the highest levels of integrity always at the forefront.
First & MainSince 1993, the goal of First & Main has been to create imaginative, sumptuously soft plush characters with the versatility and value endorsed by our retail partners. Attention to detail in the facial expressions, special features,and textured materials has been our trademark.
FreeheartFounded in 2011, Freeheart is based in Sarasota-Bradenton, Florida. Freeheart is committed to delivering the absolute best quality and innovation on the market. Freeheart thermal insulated drinkware is Made in the USA and keeps drinks cold & hot, has reduced sweating, and is dishwasher safe.
The Fudge & Snack People
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The Fudge & Snack People is proud to offer the highest quality, most delicious fudge on the market today. Licensed through the Oklahoma State Health Department, The Fudge & Snack People cook in a commercial kitchen and maintain the highest quality of products.
Gina B. Designs
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Gina B. Designs is an award-winning greeting card, gift and stationery products company featuring exceptional art and design. With an array of styles, variety of products and outstanding customer service, Gina B. Designs has "something for everyone." All products are proudly made in the U.S.A.
Green Rhino
Miko is recognized as on of the world's leading manufacturers of sentimental gifts. Whether it is for Mom, Sister, A Loved One, Your Aunt, Your Guardian Angel or whomever, there tasteful gifts send beautiful messages to beautiful people. Economically priced with great retail appeal they are just the thing for special occassions or just to say I'm thinking of you.
Holiday Fried Pecans
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Holiday Fried Pecans' rise in popularity can be attributed to its first treat a salty, sweet 100% certified Louisiana fried pecan that is guaranteed to satisfy the most demanding of cravings. These great tasting pecans that have less fat & calories than raw pecans are a perfect addition to any store. Lightly sweet, Lightly salty and great on Salads, Sweet Potatoes, Ice Cream, Cheese Cake or as a snack. Holiday Fried Pecans...a curious and delicious flashed-fried Louisiana Pecan that's great for corporate gifts givers, retail locations, cooking, baking or solo-snacking!
Hot Ruby
Hot Ruby is the perfect addition to your mug on a cozy evening. Unlike typical cider, Hot Ruby's family recipe marries cranberry and citrus juices with an exquisite blend of spices. Add your favorite spirits for a special treat! Hot Ruby is certain you will find comfort in every heated or iced cup of Hot Ruby, time and time again.
Huggy Box Huggy Box is a great alternative when greeting cards just don't say enough. Sending virtual hugs allows everyone to stay connected. Huggy Box is a Proud Partner of the Dave Thomas Foundation for Adoption. A portion of each HuggyBox sold goes to the foundation to find families for children in foster care.
Jackalope Laces
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Jackalope No-Tie Shoelaces is a Veteran owned and USA based company. When you need to Go Fast like a Jackalope then look no further. Buy a pair for every shoe in your closet that has a tie and step in style. All your friends will be envious and want their own Jackalope Shoelace.
Jillson Roberts
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Jillson & Roberts was founded with the idea of providing premium quality fashion-oriented gift wrap and accessories, along with superior service, to retailers throughout the U.S. and Canada. We have the commitment to be environmentally sensitive!
JTP Wholesale
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JTP Wholesale is a wholesale website offering monogrammed coasters, IcyBags, and Keeping It Positive affirming sheets and pillowcases.
Kai PuaKai Pua offers Maui ocean glass art by John Lindquist, Daniel Lindquist and Sean Price and original oil paintings and prints of breathtaking tropical flowers by artist Anna Keay. In Hawaiian, "Kai" means ocean, and "Pua" means flower. Now they are offering stores and galleries on the mainland the opportunity to sell these incredible art pieces.
KraftWorksHandcrafted jewelry made in the USA with themes like "Alaska Spirit," "Celtic Dreams," "Coyote Moon," "Northwoods," "Sprit of the Sea," "Spirit of the West" and much more.
Leeber Limited USA
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Leeber Limited USA features high-end, yet affordable serveware. Product include Bowls & Dishes, Cake Plateaus, Chargers & Plates, Serving Trays & Platters, Table & Server Accessories, Coffee & Tea Accessories, Wine & Bar Accessories. In addition, there are Children & Baby Gifts, Clocks, Frames & Albums, Jewelry Boxes & Organizers, Trophies & Awards and Wedding Accessories.
Magnolia Lane Collection
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At Magnolia Lane, our desire is to produce gifts that become part of celebrations, memories, and family treasures. Our licensed tailgating products, Christmas line, The South collection, and outdoor decor will enhance and compliment every occasion! We are proud of what we do and are ever grateful and dedicated to our customers.
Maha CBDMaha CBD features the healing properties of CBD oil. “Maha” is an ancient Sanskrit word that can be translated to mean greatness, strength, and abundance. It is the qualities we seek to embody at Maha CBD. Our CBD products are made from organic, natural hemp grown under sunlight, not a heat lamp. Processed and bottled here in the USA, we take pride to ensure the meaning of “Maha” is exemplified in every step of the process. Before any of our products are sold, we make sure a third party that determines quality and accuracy tests them. We take quality seriously— our third party testing makes sure no bias impacts the quality of our products.
Mana Mandala Studio
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The website features the art of Damon Delaney from the Big Island of Hawaii. Damon says, "Aloha, growing up all I ever wanted to do was be an artist. Discovering faux and hand-painted finishes has allowed me to bring these techniques to my artwork. Through years of experience in blending colors I’ve come to understand the power that color has on our lives. It has propelled me to a place of creativity that has encompassed my life." Damon works with many different mediums: from artist oils, acrylic, encaustic melted crayon, and most recently, alcohol ink has brought my art to another level offering intense and vibrant colors to his canvases.
Nature's Retreat
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Maryland-based Nature's Retreat features several lines inclucing Aromatherapy Jewelry, Chakra Jewelry, Crystal Healing Bags, Essential Oils and Healing and Smudge.
Neon Nightlife
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Neon Nightlife's glowing products are the perfect ice breaker for singles or the stuff the younger ones fight over. Regardless of where you are you'll be drawing tons of attention to your group. Our products are eye catchers in bars, clubs, concerts, electric glow runs, LED parties, Halloween and anywhere that crowds congregate. Most products come with a battery pack that controls different strobe modes.
ORL CaresORL™ toothpaste and mouthwash are designed to naturally eliminate the bacteria that causes bad breath and gum disease by penetrating below the gum line for a deeper clean. Organic xylitol, essential oils, organic vitamins, minerals, and a perfect 7.0 pH work in harmony to help clean, protect and restore your mouth's ecosystem, strengthen your teeth enamel and freshen your breath.
Pat Pearlman Designs
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Since 1971, Pat Pearlman has been designing jewelry.
Her work has been influenced by the delicacy and sensuality of Art Nouveau, and the fascinating shapes and variety of the earth’s inhabitants. Her images exemplify her love of nature and gemstones, and her interest in symbolism and simplicity.
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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Pure Mana Hawaii Founders Sue Mandini and Kollette Stith bring the wisdom of living close to the land and in harmony with nature's rhythms to the marketplace in their luxury skincare line. Built from the ground up, the brand features wild harvested ingredients and a synergy of raw, wild macadamia nut oil and green coffee bean oil, grown on their family's certified organic farm, Mahina Mele in Hawaii.
Red Carpet Studios, Ltd.
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Red Carpet Studios, Ltd. features All Jazzed Up™ Fashion Accessories for Fall & Spring. A wide range of Giftware for the Home & Garden. Visit our website for New Products & Specials.
Rocking the Clock
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Rocking the Clock features unique music-themed clocks. Founder Dave Hurwitz says, "I now create clocks from vintage drums and guitars, and recently added lamps and accent furniture. I rescue instruments that are in need of, or beyond repair, giving new life to an otherwise unplayable instrument. The clocks are from vintage wall and desk clocks. New precision battery movements are installed. I create unique gifts for guitarists, drummers, and music lovers."
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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Sanis Enterprises offers a large selection of elegant and stylish, quality desk clocks, the latest styles in fashion watches, executive gifts, credit card cases and multi tools, just to name a few. Gifts that celebrate life’s special moments.
Singular Premium Products
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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Staywell Copper features "the Original Germstoppers," using "the ancient power of copper to naturally keep you healthy." Products include cellphone patches, purse or backpack charms, dogtags, a necklace and more.
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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Award winning artist, Ted Dailey, incorporates a variety of materials with his silver and gold vermeil jewelry: South Pacific shells, high quality gemstones and Hawaiian Koa wood. Each unique piece of his jewelry is skillfully designed in the heart of Hawaii, reflects his 40+ years of enjoying life on the Big Island and is handmade on the exotic island of Bali.
Tidy Treasures
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Tidy Treasures develops products that store your child's most treasured items. "Storage spaces for happy faces 😊." Tidy Treasures believes in the balance between play and tidiness. That is why our Storage Trucks are developed to be interactive with your child's play. They are built to foster the connection between playtime and tidying up afterwards. We turn tidy into child’s play!
Tizo DesignLines include Tizo and Siena frames in a variety of styles and colors plus elegant candleholders from tea lights to pillar candles. The site also features boxes and trays in a variety of materials.
United Global Products
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United Global Products represents products made in the U.K., including Wade Ceramics, Parks London and Magma London, reflecting a variety of designs and cultures, from traditional British pottery to East and North Africa basalt stone products.
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
White Elephant
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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.