Business - Survival in an Economic Downturn IV: Focus on Customer Service

This is a continuation of the series on survival of horticultural businesses in an economic downturn. This post is devoted entirely to the need to focus on customer service in a tight business environment.

Customer service should be a focus in bad economic times. It is a vital component in retaining customers. Some points to consider:

• Keep in contact with current customers on a regular basis. Ask about their needs and how you can provide better service.
• Have good follow-up. Resolve any issues in a timely manner.
• Good communication is a key. Provide clear information to your clients, be truthful, educate clients about your business and its products and services, and provide detailed information about services or products when asked. Most client loss is due to poor communication.
• Improve your communication skills with classes or by practicing with other professionals.
• Timeliness is an important part of customer service. Be available for customers and. respond to concerns, questions, orders, or requests promptly. Focus on prompt service. Be responsive to requests.
• Offer a range of products and services to meet clients needs.

Gordon Johnson, Extension Horticulture Agent, UD, Kent County