We have been having a lively discussion in the Hive about customer service. We all experience customer service every day, so feel qualified to comment on it. Unfortunately, we prefer to moan about poor service, rather than praise the good.

Having been a shop girl myself at Husqvarna Studio http://www.husqvarnastudio.co.uk/ I know the frustrations of poor customer service from both sides of the counter so to speak! My philosophy was always to treat the customer as I would expect to be treated, telling them in good time about any delays, making sure I exceeded their expectations. Husqvarna Studio, Nottingham is a owner run business in a very small market, which survives and thrives on it's customer service ethic. Other businesses may offer similar products and price, but bossman Neil competes on his staff's friendly, customer oriented outlook. Believe me, it makes all the difference in a competitive market!

Maybe the fear of conflict or even the anticipation of conflict plays a role in poor customer relations. Funny really, because if you have bad news, it doesn't get any better the longer you put off that phone call. In fact, in my experience it just gets worse! If the customer has to ring you, you are only reacting, not acting on their behalf. Get it right and your customer will tell their friend, get it wrong and they will tell 7 of their friends! I might have the actual figure wrong, but it's alot!

So let me ask you this, is it good customer service to sell a product, accept the payment for it and then not contact your customer when there are delays? Or to ring a prospect with an offer they can't refuse, then not ring them back to ask for the order? What about having an out of date website (sewing machine dealers are notorious for this but guess what, not Husqvarna Studio!)

Take care of your customers, whoever they are, and they will look after you. Live up to their expectations and they will like you. Exceed their expectations and they will love you and stay with you!