TODAY I want to discuss the single most important part of your business, which, if you do not have it , will ensure your business dies – great customer service.

This week I have received awful customer service.

Lies, lack of returned phone calls and emails, and unmet promises have resulted in my sacking a number of my customers’ suppliers and mine.

So, if bad customer service is a business killer, how do you ensure your business delivers great customer service so you thrive?

1. Don’t lie. This week I had a website designer give a quote for turning a website into Wordpress from its current platform, and he completely over quoted.

Why? Because he thought we didn’t know what he was talking about. A bitter taste was left in my mouth and we didn’t use him.

2. Pick up your phone.

There is a supplier I use who always has a virtual answering service for his business.

Whenever I call him, the virtual office answers his phone on his behalf and he has to call me back.

It is frustrating and turns what should be a quick phone call into hard work, and often a lot of phone tennis.

3. Don’t make promises you can’t keep. If you give a deadline, keep it.

It you have to have it done by Friday, do so; don’t email the client on a Friday night with apologies and promises of getting it to them next week.

4. Deal with complaints.

An unhappy customer who has their problem resolved will turn into a happy customer.

Burying your head in the sand when you receive a complaint will only cause the unhappy customer to complain about you to their friends and associates.

This is very damaging for your brand.

5. Be helpful. Sometimes I have my clients come to me with their personal problems.

As a coach this is to be expected, as my relationships with my clients can run deep.

Some problems go a little above duty, but the fact that they have asked for my help shows they know I am willing to be there for them.

Be helpful, go the extra mile and stop chasing the money. Sometimes something for nothing will keep a customer.

And it’s easier to keep customers than get new ones.

6. Listen to your customer. If you don’t know what your customer wants how do you know what to deliver?

Listen to their needs and supply them with the solution or product they desire.

So what does really great customer service look like?

Great customer service means that customers’ needs are fulfilled by providing and delivering professional, helpful, high quality service and assistance before, during and after customers’ requirements are met.

Can you say you deliver great customer service?