Customer service and manners go hand in hand. Displaying good manners when dealing with your customers can give you a reputation for having a higher level of service than a competitor who doesn’t place such a premium on politeness.
It’s cheaper to retain existing customers
It’s often stated that it’s cheaper to retain an existing customer than to attract a new one. So keeping your customers happy is a worthwhile pursuit. Something as simple as making eye contact and greeting people who walk into your store can have a huge impact on the perception of your staff, friendliness and quality of your service.
The largest reason for customers to switch companies is the service they receive and while a customer is often happy to forgive a one-off bad experience, chronic rudeness or lack of attention will create a bad experience.
Word of mouth is the best marketing
Small displays of good manners such as acknowledging customers, using their names in correspondence and making them feel welcome when they interact with your business has another beneficial effect in that it leads to positive word of mouth.
Having an existing or past customer blowing your trumpet is the most effective way to get new business. It also can help ensure that the customers you get are similar to the customers you have. Which should mean you end up working with more of the people you want to work with. Which in turn makes it far easier to communicate politely and effectively as you’ll talk the same talk.
It takes multiple contacts before a sale is made
It’s worth remembering that while a buyer gets a solid impression of your customer service, by having staff with a solid basis in etiquette you can make sure that every contact you have with anyone who deals with your business leaves people with a positive image.
This goes for all methods of communication. I see a lot of people on social media who like to show their expertise on something by making denigrating and public comments about people who do things wrong and I have to wonder why on earth anyone would want to work with someone so negative.
Good manners dictates that you criticise in private and congratulate in public. So if you see someone doing something wrong (and you just have to say something about it) – contact them privately. You may feel witty and cool by publicly shaming someone, but the truth is that it says more about you than them.
Remember that people will be judging you from everything you put out there, even when you’re not aware of it. Be the person who will attract the clients you want.
Politeness, manners, courtesy, good customer service. However you like to think of it, it is one of those things that customers might not notice when it’s there. Make no mistake, they certainly will notice when it’s lacking.
