A courteous Biz Owner
September is National Courtesy Month, today's article: Are you a courteous Biz Owner?
Businesses have changed over the years, in my opinion, some good, some not so good. There was a time when retail businesses were closed on Sundays or only open late (until 9:00 pm) on Thursday evenings. Now there are drug stores that are open 24 hours a day. Although, I understand the thought process behind this, is it really beneficial for us as employees? as shoppers? Do you receive the same type of customer service at 3:00 pm versus 3:00 am?
I've worked in retail for over 10 years and most of the time, I have really enjoyed it. This first woman I worked with taught me what an important tool customer service was to my sales. I sold Children's shoes in a wealthy suburb of Minneapolis. This was a commissioned job, but she stressed how important it was to take time with customer when they arrive, properly fitting their babies first shoes, getting to know them on a personal level, sending a Thank you card afterwards and keeping track of what items they were interested in purchasing for the next time. What I realized was the more patient and friendly I was in the first meeting, the more people trusted me and returned for more shoes. What wonderful lessons my co-worker, Ellen taught me!
In 2005, I decided to start Peacock Pottery. A life long dream of having my own boutique, with the internet, a perfect home based business. After researching all the factories, setting up accounts to order the pottery, filing paperwork to start the business, it was now time to start selling. There are quite a few other Polish Pottery businesses, how do I make mine stand out? Since everyone purchases their products from the same sources, pricing is similar. I thought about my co-worker Ellen - Customer Service was my answer! So how do you provide excellent customer service and be courteous online?
1. Respond to e-mail within 24 hours. If you are unable to answer quickly, apologize in the e-mail. Everyone appreciates an apology.
2. Enclose a Thank you note! In an age when e-mails & texting are how people speak to one another, take the time to hand write a note, you will be surprised how your customers will notice the extra effort.
3. Gift wrap - I gift wrap each and every item that is shipped from Peacock Pottery. Even a simple ribbon makes the recipient feel special.
4. Keep track of what your customer has ordered in the past. I have many repeat customers who are so happy that I can tell them what pieces they have purchased in the past. I send e-mails when new items arrive that they may be interested in purchasing etc.
5. Smile - I have customers who will stop by our house to shop locally. I always greet them by name, smile, ask about their family, vacations, etc. I've had quite a few customers purchase much more then they ever intended because they like me and how I remember so much about them and their families!
Remember what your Grandmother said: "You get more Bees (and buzz) with honey then Vinegar". Take the time today to be courteous to your customers!
Related article: Customer Service
Businesses have changed over the years, in my opinion, some good, some not so good. There was a time when retail businesses were closed on Sundays or only open late (until 9:00 pm) on Thursday evenings. Now there are drug stores that are open 24 hours a day. Although, I understand the thought process behind this, is it really beneficial for us as employees? as shoppers? Do you receive the same type of customer service at 3:00 pm versus 3:00 am?
I've worked in retail for over 10 years and most of the time, I have really enjoyed it. This first woman I worked with taught me what an important tool customer service was to my sales. I sold Children's shoes in a wealthy suburb of Minneapolis. This was a commissioned job, but she stressed how important it was to take time with customer when they arrive, properly fitting their babies first shoes, getting to know them on a personal level, sending a Thank you card afterwards and keeping track of what items they were interested in purchasing for the next time. What I realized was the more patient and friendly I was in the first meeting, the more people trusted me and returned for more shoes. What wonderful lessons my co-worker, Ellen taught me!
In 2005, I decided to start Peacock Pottery. A life long dream of having my own boutique, with the internet, a perfect home based business. After researching all the factories, setting up accounts to order the pottery, filing paperwork to start the business, it was now time to start selling. There are quite a few other Polish Pottery businesses, how do I make mine stand out? Since everyone purchases their products from the same sources, pricing is similar. I thought about my co-worker Ellen - Customer Service was my answer! So how do you provide excellent customer service and be courteous online?
1. Respond to e-mail within 24 hours. If you are unable to answer quickly, apologize in the e-mail. Everyone appreciates an apology.
2. Enclose a Thank you note! In an age when e-mails & texting are how people speak to one another, take the time to hand write a note, you will be surprised how your customers will notice the extra effort.
3. Gift wrap - I gift wrap each and every item that is shipped from Peacock Pottery. Even a simple ribbon makes the recipient feel special.
4. Keep track of what your customer has ordered in the past. I have many repeat customers who are so happy that I can tell them what pieces they have purchased in the past. I send e-mails when new items arrive that they may be interested in purchasing etc.
5. Smile - I have customers who will stop by our house to shop locally. I always greet them by name, smile, ask about their family, vacations, etc. I've had quite a few customers purchase much more then they ever intended because they like me and how I remember so much about them and their families!
Remember what your Grandmother said: "You get more Bees (and buzz) with honey then Vinegar". Take the time today to be courteous to your customers!
Related article: Customer Service
Posted by Leah - Peacock Pottery at 9/19/2011 9:30 AM 
Categories: Working from Home
Tags: National courtesy month peacock pottery polish pottery Customer Service
Categories: Working from Home
Tags: National courtesy month peacock pottery polish pottery Customer Service
Leah - So True and you have mastered the art of being more then a courteous business owner you make everyone feel beyond special!
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Thank you for the kind words, I appreciate it!
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