Customers form special relationships with small businesses, especially in tight-knit communities, which is why it's important for these firms to pursue high standards of interaction through various channels of response. Online customer services can be tended to by someone in-house, but delegating to an outside source can be a means of ensuring all issues are cared for. It is vital that all interaction with customers are given proper attention to detail thusly.
In recognition of National Small Business Week, Forbes contributor Ty Kiisel described his preference for a local drycleaning company in Salt Lake City called Red Hanger Cleaners. Although this business has the advantage of multiple locations and years of history, the article points out several key elements of the customer service experience. Most crucial, he notes that a customer concern should be on the minds of the entire company as opposed to just a few people in a specific department.
"If the only folks who care about customer service in your organization are the people with 'customer service' in their title, you'll never make raving fans out of your customers," he writes. At the same time, appointed staff members for a customer's answering service can use this sort of enthusiasm and vigilance as well, putting a priority on specific caller information and keeping interactions individual, perhaps through personalized notes that address a customer's history with that company.
Retaining customer loyalty should be the responsibility of every member of a business, no matter his or her official title. Contracting a live phone answering service that understands this can make the process more memorable and inspire others within the company to maintain these standards.