4 Ways a Small Business Can Step Up Customer Service

DANIEL B. KLINE | March 5, 2019

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As a small business owner or manager, you're likely painfully aware of your weaknesses compared to your larger rivals. You may have to charge more for some items, and you almost certainly can't advertise at the same level national chains do.What you can do, though, is connect with your customers. You can offer one-on-one service on a personal level that bigger companies can't compete with. That's not easy to do, and it requires a deep commitment -- but you can offer an upgraded customer service experience if you do these things. Has the manager of a chain store ever given you his or her phone number asking you to call with any problems or requests? It may happen, but it's not common. As a small business owner or manager, you can make this offer to both your best customers and your most difficult ones.

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Enterslice

Enterslice is Award Winning Legal Technology Company that helps entrepreneurs start and manage their business in India. Whether you are starting a new business or already an established firm, Enterslice has out of the box tailor-made solutions for you. Enterslice Advisory is your partner to grow your venture to the next level. We help you define and execute key growth hacking strategies, deliver a great product/service launch experience, bring new products and services to the market, and secure VC funding. From strategy review of a Business and development to hands-on implementation, we help Entrepreneurs achieve long-term growth.

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But with the rise of online shopping, which has been propelled by the pandemic with a 48% increase in online spending coming as a result of lockdown restrictions, businesses may be finding themselves weighing up the two. Clearly, there is misalignment between consumer expectations and commercial values here, and choosing between the two will require more than a look at a business’s bottom line. Sustainability and credibility It should be noted that today’s consumers are incredibly switched on when it comes to buying from sustainable brands. They can see through the smoke and mirrors or false claims to make informed decisions about the products and services they choose. And more often than not, these decisions are based on a brand’s credibility. Any business can say they are doing certain things to protect the planet and their people, however, not all can provide sufficient evidence. And as competition increases, these are the businesses that are finding themselves falling behind. 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Its ethical responsibility had a larger part to play. And while the company has attempted to correct its wrongdoings internally and then communicate these through marketing strategies, its tainted reputation is proving difficult to rebuild, suggesting just how important credibility is for a sustainable business. But that’s not all. When it comes to free and fast shipping, credibility continues to play a significant role in shaping consumers’ perceptions of the service they are going to receive. For larger brands with established reputations, this is less of an issue, but for smaller companies who may be starting their ecommerce journey, it is vital that you appear a reliable, trustworthy and credible enterprise that is going to follow through with its promise of a fast and free delivery. This may be through clear contact details for consumers to get in touch with queries, customer reviews, business information and responsive and helpful customer service via email, live chat, direct messaging or phone calls, for example. A balancing act Of course, building credibility will not solve every issue for a business, but it is a place to start. It is also a common denominator for sustainability and fulfilment and can help businesses differentiate themselves from the competition. However, the misalignment between attractive cost saving deals and sustainable business practices can cause confusion. Often, lower delivery fees and fast shipping incentives, particularly for items that are already low in price, can set off alarm bells and leave customers questioning the ethical impact of their purchase. Alternatively, high fees and long delays can send customers looking elsewhere - both are bad for business. Instead, businesses need to find a balance. 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Spotlight

Enterslice

Enterslice is Award Winning Legal Technology Company that helps entrepreneurs start and manage their business in India. Whether you are starting a new business or already an established firm, Enterslice has out of the box tailor-made solutions for you. Enterslice Advisory is your partner to grow your venture to the next level. We help you define and execute key growth hacking strategies, deliver a great product/service launch experience, bring new products and services to the market, and secure VC funding. From strategy review of a Business and development to hands-on implementation, we help Entrepreneurs achieve long-term growth.

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