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201 GREAT IDEAS for Your SMALL BUSINESS, Third Edition by Jane Applegate

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8

Customer Service

We all know that an unhappy customer is more likely to blab or tweet about how awful you or your staff has treated them. So your mission is to encourage your happy customers to spread good news and create a positive buzz.

But providing excellent customer service takes time, money, and extraordinary patience. It means taking personal responsibility for making sure no complaint goes unresolved.

I've learned a lot about customer service from my husband, Joe. He refuses to put up with poor service or shoddy products. Once, a clerk at Staples told him he couldn't return a cordless phone because he'd thrown the box away. Joe asked to speak with the manager, who gave him a full refund. “I had the receipt, so he had to give me my ...

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