Even with the best of intentions, many companies only give lip service to this very critical area. It is necessary that every employee be tuned in to how he or she can contribute to outstanding customer service — the kind of customer service that keeps customers coming back again and again.
“Customer service” includes every element of the sales transaction between your business and a customer. Though you may consider customer service just a matter of being polite to customers, it actually involves many areas, including the following:
- Being truthful in advertising your product or service.
- Providing a product or service that meets or exceeds customer expectations.
- Being prompt in delivering your product or service.
- Letting customers know you appreciate their business.
- Handling customer complaints or other concerns promptly and politely.
- Being polite and cheerful in dealing with customers — even when they’re “just looking” instead of buying.
Every one of your employees should be able to compile a list of the behaviors that contribute to good customer service in your specific line of business. Have your employees bring their lists to a staff meeting and compare notes. Discuss the areas where your company could improve customer service. Then decide on specific actions to take and decide who will take them and when. It’s important to follow through to be sure that the changes you decide to make are actually made.
Get your employees involved. Be persistent and consistent in improving customer service. Your net profit will show the positive results of your efforts.
Dan established Gilliland and Associates, P.C. in 1987. For two decades the firm has offered a broad range of services to a diversified group of clients in many industries and businesses including real estate, personal and professional services, international trade, and nonprofit organizations.
As president of Gilliland and Associates, Dan provides his clients with extensive expertise and consultation in tax planning, corporate and personal taxes, coordinating and performing certified audits, IRS audits, and representation before the IRS.
Dan occasionally contributes articles to various business publications and is a sought after speaker for professional groups and organizations. Dan received his Bachelor of Science Degree in Accounting from the University of Maryland in 1984, graduating Cum Laude with academic distinction. He received his CPA in May of 1985 after his first sitting, and is licensed in Virginia and Maryland.
An active member of Toastmasters International, Dan has served two terms as his chapter’s President. He has also served one term as Area Governor of Toastmasters and one term as Division Governor of Toastmasters. Dan is also a member of Business Networking International’s (BNI) Herndon Business Exchange where he serves on his chapter’s membership committee. He is a member of the Virginia Society of CPA’s and a member of the American Institute of Certified Public Accountants. Dan is the president of the McLean Hills Condominium Association, serving on their board of directors for the last fifteen years.
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