Customer Service 101 for Your Art and Craft Show Business

February 11th, 2010

by Shasta McLaughlin
The Extravaganza Craft Productions
copyright 2008

Recently I signed up to do business with a big company and have had nothing but a terrible experience. They have however helped me to realize what good customer service is and what it is not.

Good service is delivering what was promised, on time. It is realizing that as a business person it is your job to deliver value for your customers dollars.

Good customer service is having a way for your customers to reach you regarding any problems they are having with your art or craft, your policies or your business in general. It is having a clear effective way for them to report problems. It is listening to them and valuing their opinions.

Good customer service is NOT giving people the run around. It is NOT making them call and leave several messages to resolve a problem. Customer service is NOT WAITING two weeks before returning phone calls. It is returning their calls within 2 days of them calling even if it is only to tell them you are sorry for the problem and working to resolve it. Then resolve it and let them know.

Providing good service ISN’T about correcting customers misconceptions about your business after they happen. It is preventing them in the first place, or taking responsibility for them if they do occur.

Good customer service is having a 100% satisfaction guarantee that states:

If you are unsatisfied with our product or service for any reason we will refund you money completely. No questions asked. However if you would like to tell us what is was wrong with our product or service we would be happy to listen so we can improve our business in the future.

It is informing all your employees of this policy. It is telling them that listening means not talking. It is giving them the authority and resources they need to refund the customers money.

Lastly good customer service is about seeing upset customers as an asset. Upset customers can do the most damage to your business OR you can see that they are your best opportunities to grow. By hearing your customers complaints you know the places that your business needs improvement. If you resolve their problems with your business satisfactorily they may even become your best customers.

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