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Small businesses need to love their customers

The importance of customer service in any business is a given, but for smaller businesses first impressions really count, so making sure your customer service surpasses all expectations from the get go, is crucial.


WEBWIRE –

This guest post is from Joanna Swash, of Penelope

Service with a smile
The importance of customer service in any business is a given, but for smaller businesses first impressions really count, so making sure your customer service surpasses all expectations from the get go, is crucial.

New research suggests that only 1% of customers feel that vendors consistently meet their expectations. It’s a sad fact of life that large organisations can afford to slip up more than a small business can when it comes to pleasing customers, so how do small businesses get it right.

Make the customer your focal point
Great customer service is all about bringing customers back and sending them away happy, so satisfying customers is an essential element in growing and maintaining business. Ensuring your customer is a priority, from as early as the moment they pick up the phone to you, is the difference between securing a new business lead and losing one.

A good example of this is this recent research where 70% of microbusiness owners admit to haven taken a business call in the toilet to avoid missing out on new business. 18% also say that they have taken a business call at a funeral, and 13% at a wedding.

Boost your customer service without breaking the bank
The appropriate use of technology can help micro businesses alleviate some of the burden that time strapped SMEs feel on a daily basis. Implementing a tool such as Penelope means that small business owners capture every single call, avoiding ever ringing or engaged phones, another common pet hate for customers.

Penelope is a complete call handling solution, specifically for small businesses. It’s transforming the way businesses handle their calls and is a great tool for customer service. Penelope combines:

  • Clever call distribution – answer every call, regardless of your location
  • A Digital Receptionist – use auto attendant (e.g. press 1 for sales) or voice recognition to set up a specific customer service line
  • Flexible answering service – ensure every call is answered by a real person, Moneypenny PAs will answer any calls you miss and forward the message to you immediately


Why it matters
Small businesses are an integral part of the UK economy, as 96% of all businesses in the UK are SMEs and they account for 20% of private sector turnover. In order to continue to positively impact the economy, these companies need to spur their growth through expanding their existing customer base by providing excellent customer service.

While the economy is starting to recover, a missed call is still a missed opportunity. As a small business owner, time is not on your side and customers are busy individuals on a mission. Therefore business owners need to ensure they don’t miss a thing, by utilising technology like Penelope to make the most of every opportunity. 

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