Customer service is an essential part of any business. In order to understand what customer service can do for a business, it is easiest to split it up into two categories: brand association and customer satisfaction.
Brand Association
What do people say when they think about your business? You must determine what you want people to think of when they hear about your business and align that with your brand strategy. For example, everyone knows Chick-fil-A is known for going above and beyond the call of duty when it comes to customer service. From saying “my pleasure” after every exchange to chasing a person down the street just because they forgot their sauce. Chick-fil-A has branded themselves as the pinnacle of customer service and it has paid off tremendously.
One of the most important ideals that goes unnoticed in great customer service is brand loyalty. If you think we are wrong, ask yourself when was the last time you saw a commercial for Chick-Fil-A. That is because they have been able to use their customer base to get the word out. They use user-generated-content to their advantage, which is the best content because it acts as both a customer review and brand focused content.
User-generated content is social media content that is posted by a consumer that highlights a company’s positive or negative behaviors. Whether that be their product or service. It acts as its own unique form of marketing that could be good or bad for a business. Taking time to incorporate high level customer service can influence your business and can easily be the difference between your business being successful or sub-par.
Now you’re probably thinking to yourself, “That’s great but I’m not Chick-fil-a.” That’s the beauty of being a smaller business. Small businesses have more of an opportunity to create community and brand loyalty through amazing customer service and experience. Make sure you are taking advantage of the chances that are presented. Be bold and ask your customers the question, “what can we do to keep you coming back?” Some answers will be good and some won’t be, but the information that you gather and implement will not only help your business. It will prove to your customers your listening. That is what keeps them coming back for more!
Customer Satisfaction
How happy your customers are does not solely depend on customer service.
It has a lot to do with the:
- Product you offer
- Convenience of location
- And, how your prices compare to other competitors.
Above all else, being educated on what makes your customers keep coming back is important.
Customer satisfaction comes in all different forms. Some customers like that Chick-fil-A has the attitude of, “we will be the nicest people on planet earth as long as we are wearing this uniform attitude and that works for their brand.” On the other hand, there are establishments like Dicks Last Resort that thrive off of insulting and treating their customers terribly. This unorthodox form of “customer service” works for them and provides a unique dining experience that continues to bring customers back as well.
How customers receive your brand and product is important. Customer service should not only exist in our restaurant industries. Some effort should be made to keep consumers coming back again and again.
Bankable always strives to treat their clients and their partners with the utmost respect and customer service. If you have any questions please feel free to contact us via email at marketingadmin@bankable.org.
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They were also able to keep their staff thanks to receiving a PPP loan. Since the start of the pandemic, they have gained a lot of new interest within their community. They are now opening at 50% capacity and they still have a To-Go option. They have even implemented a feature on their app to start a tab when you are within 10 miles of the restaurant! 
They were challenged to put their personal touch on the Weathered Souls version of the beer to support the movement while giving the proceeds to their community.