In the midst of National Small Business Week, smaller companies should remember that customer service can make a huge impact on sales. To make the most of this week?long event in mid-May, small-business owners may want to invest in mystery shopping services so they can make sure their employees are providing the right kind of service.
An article in Forbes describes just how vital small business are to the success of the economy. Including businesses under 500 employees, small companies make up 99 percent of all businesses in the U.S. Close to two-thirds of U.S. businesses have fewer than four employees, the website added. These numbers make it obvious just how important it is to have a week that celebrates and calls attention to these small enterprises. However, the great opportunity to excel and grow sales can be ruined by unengaged employees that provide poor customer service.
Small businesses often pride themselves on providing exceptional assistance to clients. According to Business 2 Community, one way to provide great customer service as a small business is to make sure staff treat customers as distinct individuals. Small businesses often have an edge in this way because they are able to maintain personal relationships in ways that are harder for corporations. You can also go the extra mile to provide assistance for a client with a problem.
This is easy when you're an entrepreneur operating as both business owner and customer service representative. Once businesses begin to scale and take on more employees, it can be hard to communicate the need for great service to new staff. Sometimes these individuals fail to provide the service that is expected of them in the absence of supervisors.
While it may be too late to get an inside look at your customer service for this year's Small Business Week, enlisting the help of a secret shopper could be a good thing to keep in mind for next year.