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A virus is a group of invading particles that attack human cells and cause us to become ill. With a virus we function at a less than optimal level. At its most extreme, a virus can kill the host it infects. Viruses can be spread by touch or by airborne particles. They are difficult to avoid.
I think there is a virus that a business can “catch.” A business with this virus can decline and even die if it isn’t recognized and treated. I have a true life experience to relate:
In my community there is a restaurant I frequent that serves Mexican cuisine. It is the sort of eatery that is considered a “dinner house,” as opposed to a small taqueria or coffee shop-type. It’s one of my favorite places to stop for lunch because the food is almost always prepared well, the ambiance of the place is great [lighting, decor] and usually the service is good. I have recommended this restaurant to friends and family.
However, my latest visit has given me cause to question my loyalty as its customer. On this occasion the service I received was so bad that I may think twice about going there for lunch the next time I’m in the mood for fish tacos. Already I have taken this restaurant off my mental recommendation list. So what was so awful that as a customer I may never return?
Lousy customer service.
For a business of any type that relies upon the good will of its customers for both repeat visits and positive word-of-mouth referrals -bad customer service can be deadly. Human nature being what it is, we may tell our friends and family about experiences like good restaurants and movies that we liked, but we’ll definitely tell them when the experiences are bad. This is just like a virus spreading.
Businesses of any size that rely on the sale of anything at all must rely upon the good will of its customers. If we disappoint our customers they may not return. If we offend our customers chances are good that not only will they not return they are going to tell someone else about the offense. In that case we would have lost at minimum two customers and possibly more.
Good customer service isn’t difficult. Mostly it’s courtesy and the small things. In a restaurant it’s being greeted politely and looked at directly. It’s also being served in a timely fashion. It’s making sure that your customer has all the needed items to make the meal pleasant – checking back from time-to-time to make sure that the beverages are full, that the food is satisfying, bringing extra napkins…little things.
If your business is a home-based business and you interact with your customers via the internet or telephone or by snail mail, good customer service involves:
* timeliness of response,
*courtesy [please, thank you, how may I help you],
*being prompt to answer any questions or concerns
Lousy customer service can spread a virus of negative comments that can result in loss of customers and damage to a business’ reputation. Once this virus has begun it takes a powerful antidote to combat. There is a saying that goes, ‘it takes ten positives to override one negative,’ but only ‘one negative to kill ten positives.’
Linda C Smith, author and owner of a home-based business. I write a business blog at http://intlnat.com
where you can also find links to my business. My joy in business is sharing my passion for my products as well as showing others how they can enjoy the benefits of a home business.
Article Source: http://EzineArticles.com/?expert=Linda_C_Smith
