Growing your small business? Don’t lose sight of personalized customer service

Remember the days when you always knew who you were buying from? You had a grocer, a butcher, a milkman, a florist or a pharmacist who made every person they did business with feel welcome and important. Or maybe you don’t remember these days. Maybe all you know is hold music, wait times and phone robots. Either way, it’s clear that the customer-service experience is changing.

As a small business owner, you might get discouraged sometimes when it feels like you can’t compete with the big guys. But there’s one thing you can cultivate and use to your advantage: customer service. Here are some ways you can continue to improve customer service:

Use names

“A person’s name is, to that person, the sweetest, most important sound in any language,” Dale Carnegie once said. In fact, studies show that hearing your name lights up an entirely different part of your brain than any other word.

Whether you’re handling issues over the phone or sending a support email, using your customer’s name is a proven strategy. Additionally, using your own name makes any interaction feel more personal. For example, anyone would rather receive an email from “Mary” rather than “Customer Support.”

Keep track of customer history

Even the smallest mention of a customer’s history with your company can go a long way. Simply knowing a tiny detail about a customer, such as when they started doing business with you, can make your interaction better. Each time you talk with a customer, pull up their information so you can get a snapshot of their experience. If they’ve been a long-time customer, thank them for doing business with you.

Don’t neglect your Internet presence

Big businesses invest in their web presence and you should, too. Your website or social sites are often the first impression a new customer will see of your company. Stay up to date on what your customers are saying about you on social media. Unfortunately, it can also be a powerful way for angry customers to spread rants and negative feedback like wildfire. Often, customers just want someone to listen to them vent. Monitor patiently, offer your sincerest apologies and a propose a solution to any negative comments.

Bring your customers back to the time of friendly, familiar interactions with the neighborhood milkman. Use these tips and your customer-service advantage and you’ll see your business start to thrive.