Summer 2006 Newsletter

Customer Service Is Key... By Mitchell Kern Business Advisor UHV SBDC

Many companies and small businesses get too worried about pinching pennies that an important aspect of running a successful business is overlooked. I am talking about giving quality customer service.

Good customer service for many businesses can be the determining factor in whether the business is successful or not. While the old saying goes, “the customer is always right” may not be perfectly true, it does make for a good business practice. Always trying to satisfy your customers is one of the best ways to spread the word about your business.

If you have to spend extra money to redo a job, or to go the extra mile, it is far better to spend the time and money than to have the customer leave unhappy. Unhappy customers will tell 10-20 people about their negative experience.

Remember this: bad news spreads ten times faster and farther than good news, and that can be detrimental to your business. So the next time a customer is upset with your quality of service or product quality, remember the negative effect it will have on you bottom line in the long run. The safest bet is to take care of each customer now, and that should pay off down the road.


You can email Mitchell at:

kernm@uhv.edu