Biz Talk: Customer Service

A couple of days ago, CNNmoney.com reported that the US Postal Service may be cutting back delivery service to 5 days a week due to the 'economic downturn'. When I heard about this, two things crossed my mind:

1. My husband might freak out (he strategically plans his Netflix schedule.)

2. How will this affect my business?

Fewer days means slower delivery and longer wait times for my customers. This, on top of recent postage hikes for expedited & international mail options, presents new challenges for small businesses.

In times like these, it is important to connect with customers and continue to provide top-notch customer service from beginning until the end of a transaction. Below are some ways that I am enhancing customer service & communication with buyers. Some may seem obvious, but I sometimes find that the obvious is the easiest to overlook:

• Acknowledge the sale. Email the customer the same day they place the order. Thank them for their business and confirm any details of the order.
• Manage expectations. Explain the production process and specify all time lines. Be sure to note any irregularities/delays up front, so that the customer knows what to expect.
  
• Communicate regularly. If necessary, provide updates throughout the design/production process. For custom designs, listen to the customer and understand their needs. Ask questions of clarification, but spend most of the time listening.
  
• Be timely. Meet deadlines and be diligent about mailing packages out quickly.
• Focus on details. Produce high quality products. Add a handwritten note with your shipment. Remember that packaging and shipping materials are an extension of your brand, pay attention to them.
  
• Follow-up. Once the product has shipped, let the customer know the package is on the way. If appropriate, ask for feedback on ways to improve products & services. And, most importantly, thank them again for their business.
  

What would you add to this list? What are you doing that customers respond well to?