Welcome

If you're like me, you spend a lot of time at the computer, and maybe you get kinks in your neck. Want to know a great way to get the kinks out? Try weightlifting. I started the Kathy Smith weight lifting program about 1-1/2 years ago, and I'm still going strong (pun intended). While you're making your body feel better, you might even tone some muscles, not a bad idea now that it's spring.

Is customer service dead?

Maybe I'm crazy, but in these days of unemployment, of businesses laying people off, customer service should be going up, not down. But hasn't everyone noticed a marked degradation of service in recent decades?

In my ideal world, if I need to call a department store, I don't want to get a voice mail attendant that gives me a plethora of options, none of which addresses my concern.

Have you noticed that stores don't keep much in inventory any more? Everything has to be ordered. Pity the poor fool who has just changed households and has to order some furniture. Making a furniture purchase may be good for the economy, but it wasn't good for my family room that sat bare for 3 months.

When I'm paying gasoline prices nearing $2 at the gas station that I've patronized for years--it's conveniently located--I'd like to have my windows washed. Is it asking too much for you to come out of your booth? And by the way, who are you? I never see the same attendant more than once.

So these are just a few examples of how our world has changed:

• Auto attendant voice mail mazes instead of real people.
• Just in time inventory that is just too late.
• High employee turnover and less than enthusiastic employees.

Now after grousing about the way most things are, let's celebrate the wonderful exceptions:

• The Oregonian delivery person who delivers a dry newspaper to our doorstep (!), as opposed to the mailbox slot 1/8th of a mile away, each and every morning because we asked him to.
• Les Schwab tire center that refused to replace my husband's car brakes 3 times because there was pad left (after 105K miles!).
• Discovery Channel store that in March gave me a full refund for a toy ordered in December.

What does all this have to do with running a small business? My point is that I strongly remember very bad and very good examples of customer service, and I think other people do too. I reward these fine examples of customer service: the newspaper delivery person gets a tip each month; the other businesses receive my referrals and continued patronage.

How can you show your customers/clients that you care? Here are some suggestions:

1. Answer the phone whenever possible. If this disrupts your day too much, consider having phone hours, and notifying your clients about them.
2. Return phone messages promptly. Clients know that you can't always be available, but by habitually returning calls promptly, clients will be more apt to leave messages rather than hanging up.
3. Show gratitude. When was the last time you sent a personal handwritten note to a client? When was the last time your received one from a vendor? It makes an impression.
4. Be responsive. When clients have concerns, respond with great generosity, grace, and poise.

They'll remember; I did.