Your business exists because of your customers, and they should be the primary focus of your operations. Uncaring, impersonal service can be disastrous; most unhappy customers never complain but they won't buy again and they will tell many others.
Ensure staff are well trained and competent for the job required.
A cheerful and efficient "can-do" attitude keeps customers happy.
Delegate, encourage, empower, and communicate with staff. Employees will be more productive and you will have more time to manage operations rather than "putting out fires".
Customers may require order changes affecting existing arrangements. How these requests are serviced is important to the purchaser and their comfort level for making future orders.
Price, quality, and service are the three main areas of comparison when making a purchasing decision. Purchasing decisions are seldom based solely upon price.
Ensure customers know the full range of services provided in order to get sales in new areas. Communicate with the customer regarding information affecting the purchase decision i.e. timing/availability/freight, etc.
Set internal deadlines for accomplishing tasks as a standard for service.
Providing time or money to worthy local charities and groups will create goodwill from fellow citizens and the community from which you profit.
Deal with people in a forthright and timely manner to eliminate potentially negative situations before they occur. Make people aware that a problem exists. Communicate effectively with your customers.
Prepared by: Saskatchewan Regional Economic and Co-operative Development