There are pros and cons to being a sole trader, particularly when it comes to customer service. You simply don’t have the resources or hours in the day to provide the same levels that bigger companies can, but, on the other hand, the service you offer can be far more personal. So, if you are a sole trader who is struggling to get to grips with how you treat your customers, read on. You will find out some great tips and advice on how to make things work for you.
Don’t delay when calling customers back
As a sole trader, there will be many times when customers ring you throughout the day when you are busy. However, it is vital that you contact potential clients as soon as possible – they could go elsewhere.
Hire an answering service
Answering services are great for sole traders. For a monthly fee, you will have somebody on hand to answer the phone for you, and arrange a time when you can call the customer back. People are much happier to wait if they have spoken to a person, rather than a voice mail greeting. They will be less inclined to seek another service if they know when you are going to call them back. Just make sure you do so promptly and when you promised!
Use a voice recorder
Voice recorders will help you get the right information about the caller, and also save you a lot of time. Just use a telephone recording device every time you make a call and you will have an instant record of everything the customer has requested. And you won’t have to sift through piles of scruffy notes when you get back to your office – everything will be there for you to play back and digest.
Be friendly
Be friendly and approachable in everything you do. It’s one of the major advantages that you have over larger companies, so make sure that every conversation, email or correspondence is well thought out. Smile more – you might be surprised how much more receptive people are when you do.
Keep better records
Although making records of your experiences with customers is going to eat up some valuable time, it’s a great way to add that little extra personability to your business. Don’t just write about what the customer wants – add in little bits of info that you have picked up, too. People will appreciate it if they think you have remembered them and it will highlight the difference between your business and a much larger one. It’s a great way of starting to include your business in the wider community.
Make an aftercare call
Always call back a couple of weeks after you have completed your work to make sure that your customer is getting on OK. It’s just a simple courtesy, but a vital way of boosting your levels of customer service. If there are any problems, then you will nip any negative feelings in the bud straight away, and if there aren’t then the customer will be delighted you have made the effort. A lot of sole traders will get repeat business from this tactic, so make sure you are doing it, too!
We hope this article has given you some pointers as to how you can improve your customer service. Let us know how you get on!
