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Customer Service: How the Right Approach Catapults Your Business to Success

Customer Service: How the Right Approach Catapults Your Business to Success

For too many companies, customer service is an afterthought. It’s not that it’s not important to founders. It certainly is. But entrepreneurs tend to start the launch process by thinking about what they want to sell and how what the profit margins will be and the logistics of it all.

Then, just before launch, they consider their customer service. Maybe it’s just a single person answering a phone, emails, and social media messages at first, or perhaps it's an elaborate call center with dozens of employees from the outset.

What those founders don’t see is that customer service is not a department to deal with unhappy clients — it’s a mindset and thought process that should be built into your company’s DNA.

What if you considered customer service before you considered anything else? What if you built your business around it? That’s what entrepreneur Brittany Bettini, founder of Bettini Financial and Free Dispute Champ, did — and her businesses are all the stronger for it. 

Now, if you’re thinking, “I don’t need customer service at this early stage,” hold on a minute. Customer service entails more than the tireless reps who provide it. It should start with your first business plan. As a female entrepreneur who built her credit repair businesses around service, Bettini shares her tips on providing the right customer service.

[Related: How to Stay on Track to Design the Business You Love]

Offer something people need.

Bettini went through difficult financial strains before becoming a success story. Because of this, her credit was dismal. This experience fed into her business plan, guiding her to offer a service that people truly needed — credit repair delivered in exactly the way she would have wanted in her darkest days.

Simply by identifying a gap in the market and offering a service not yet offered — or improving on what is being offered in a meaningful way — you will be offering true customer service.

The best customer service isn’t limited to pleasant apologies and refunds for customers when things go wrong. To provide true service and attract ideal clients, begin by offering products that serve your market in a unique and thoughtful way.

Communicate well and often.

Communication is key, and in the best-case scenario, begins well before prospects become clients. Use all the tools available to you: email, physical and online advertisements, message boards, and more to stay visible to clients and your community.

Social media can be used as touch-points to enhance the customer experience and to communicate with your customers regularly. These dynamic, ever-improving platforms are among the best customer service tools in your arsenal.

Use them to address issues, amplify testimonials, communicate updates or changes to your services, and even just to remind your clients that you are there when they need you.

[Related: How to Utilize Marketing Strategies to Foster Exponential Growth]

Arm clients with knowledge.

A business that truly places customer service at the fore never withholds information. Transparency and education are paramount to keeping good clients coming back — and referring new faces, as well. Bettini says:

I wanted to be different and offer my clients something that would change their lives and give them opportunities they may not have known about if it weren’t for my service. I wanted to focus on educating my clients about credit and finance so they could ensure they never made the same mistakes again.

Promoting transparency through your business can be done through a variety of media: community education, blogs, and public-facing communications that focus on teaching rather than sales. The classic adage “the best buyer is an educated buyer” still holds true today.

Give back where you can.

Volunteering, giving donations, and offering free services are powerful customer service tools that you need to be taking advantage of. As well as boosting morale and visibility for business owners and employees, these endeavors create untold goodwill toward your business in the community.

Look for charities and initiatives that align with your values and purpose to maximize the effects of giving back. This will also place you and your employees in the path of people with similar interests who could, in turn, become clients or vocal advocates for your business. As Bettini says:

I act daily with the thought, ‘How can I help someone today? How can I encourage someone who is ready to give up? How can I help someone avoid the hardships I faced?’ I believe all of my success in business is because of that.

She’s right. Customers can sense when companies are truly service-oriented and are drawn to those firms. Perhaps this has been the greatest component of Bettini’s success.

[Related: Marketing in the Next Normal: Four Marketing Strategies for a Post-Pandemic World]

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Victoria Kennedy, CEO of Victorious PR, has helped dozens of entrepreneurs become the #1 authority in their niche and has been featured in Forbes, Entrepreneur, and Yahoo Finance. Find out more here.

Brittany Bettini is the founder of Bettini Financial and Free Dispute Champ and a respected financial expert. She was named one of Business North Carolina’s 40 Under 40 Trailblazers and was recently nominated for the prestigious Athena Award in Henderson County, North Carolina. To learn how she can help you improve your financial standing, visit her website.


Have more questions? Follow up with the expert herself.

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