Is Customer Service Important? You Better Believe It!

Is customer service important? Most people think so. 

As businesses expand their reach globally, it’s easy to forget the importance of local customer service. 

Customer service is frequently mocked as an oxymoron because it seems so obscure. 

Not so on a local level.

Local businesses know what it means to take care of their client.

My grandson needed new kicks, and we headed to Ted’s Shoe & Sports in Keene, NH. 

We walked in and were greeted by the staff, including owner Ted McGreer. Jacob wanted to check out a couple of styles he was interested in. Thomas came over to help him, asking him questions about choices, measuring his feet, and offering suggestions.

While Jacob was being cared for, I walked around looking at things and came across this sign with their mission statement.

It is our mission to build quality, long-term relationships with our customers and community through our outstanding people, products, and service.

When I talk about local customer service, it refers to providing customer support and services to customers in a specific geographical location. It can be delivered in person, over the phone, via email, or live chat. Local customer service is critical for businesses that want to establish a loyal customer base and improve customer satisfaction. In this article, we’ll explore local customer service and how they can help businesses provide excellent customer service in their communities.

Personalization is one of the most critical aspects of local customer service. Customers want to feel valued and appreciated, and personalization can help businesses achieve this. By understanding the unique needs and preferences of each customer, businesses can tailor their services and support to meet those needs. (This is why Thomas’s questions to my grandson were so crucial in finding a comfortable, supportive shoe at a great price for him.)

Responsiveness is another critical aspect of local customer service. Customers expect prompt and efficient service when they have an issue or need assistance. A responsive customer service team can help businesses build a positive reputation and increase customer satisfaction.

While my vehicle was being maintained a few weeks ago, I was informed of some repairs and given a quote. The price I received was very high. I went to another shop I have dealt with over the years, and it was a similar price for one repair and slightly lower for another.

Honestly, I was not ready to jump. (The first quote was $2,500. The second was $1,700.) Not at all where I wanted to be with money. 🙂

On a whim, I pulled into a locally owned Midas. They prepared a quote for each repair, which cost $1,300. I set up the first repair. They provided me with a loaner vehicle for the morning that was clean and filled with gas. I received a call from them, letting me know the repair was done and completed in the time at the quoted price.

Clear and effective communication is essential for providing excellent local customer service. Businesses should ensure that their customer service representatives have the necessary communication skills to interact with customers effectively and efficiently.

Each step of the way, I knew what was going on. Critical to most customers and me. I even received a call asking my thoughts about the repair.

Folks, I know communication is a lost art, but disgruntled customers will surely be there without it.

And so, over the last week, I did the second repair, and even with the added inspection, it was less money than expected. And with the loaner, on time, and a follow-up call, I was happy.

They understood what I needed to accomplish. Years ago, I had been taking my motorcycle to a shop. I cut a check for storage, annual maintenance, and repairs every year. And then a fateful year. I went to pick it up, and there were things that still needed to be done. In an effort not to be a jerk in front of customers and employees, I asked the manager to step outside so that I could talk to him about it, and he was rude. I tried to work it out, and well, he lost my business that day. 

Empathy is the ability to understand and share the feelings of others. Empathetic customer service representatives can build trust and rapport with customers, which can lead to increased customer loyalty and retention. This guy did not have it. Not only did he lose my annual business, but he lost others who came along with me.

Being a jerk to customers when they try to work it out doesn’t work in my world. Have a bad day, and I understand. Double down, and I walk.

Over the years, I have worked hard not only with my clients but to maintain the business relationships where I shop. I love local businesses, and I do my best to support them when and where I can.

For years, my motorcycle has gone to Full Throttle Power Sports. Each year they get my storage, my service and maintenance, and a lot of accessories. One year, I was having a problem with the dash components. A significant expense, and not one important to driving. (You know…speedometer, etc.) After a few conversations, we decided on a pre-owned unit.

Local customer service representatives should have a deep understanding of the business’s products and services. This knowledge can help them provide accurate and relevant information to customers and resolve issues quickly.

Full Throttle knew what could be done and saved me hundreds of dollars (Not the first time they saved me money.).

Like many business folks, I am often busy, not thinking about things other than clients and their needs. I reach out to clients on a regular basis.

Proactive customer service involves anticipating the needs of customers and providing support before they even ask for it. Businesses can use customer data and analytics to anticipate common issues and provide proactive solutions.

Customers expect local customer service to be easily accessible. Businesses should ensure that their customer service channels, such as phone lines, email, and live chat, are readily available and easy to use.

Following up with customers after an interaction is essential for building relationships and ensuring satisfaction. Local customer service representatives should follow up with customers to ensure that their issue has been resolved and to ask for feedback.

Finally, businesses should invest in training their local customer service representatives. Training can help representatives develop the skills and knowledge needed to provide excellent customer service and build strong relationships with customers.

Whether it was Midas, Full Throttle Power Sports, or Ted’s Shoe & Sports, each one of them was invested in my successful transaction. They knew what I needed and explained it to me, letting me know in advance what I was looking at.

Local customer service is an essential component of any business’s success. By focusing on personalization, responsiveness, communication, empathy, knowledge, proactivity, accessibility, follow-up, and training, businesses can provide excellent customer service and build strong relationships with customers in their communities.

Businesses can improve customer satisfaction, increase customer loyalty, and drive growth and success by prioritizing local customer service.

If you are a business reading this article, I hope you will take the time to consider doing business with us. I love business, and I love business folks. I will go out of my way to let our readers and followers know all about you.