Jean L. Serio

Do your customer service policies drive customers away? Don't know the answer? Then perhaps your policies are turning customers away before they've even had the chance to buy.

It's a fact: Customers give their money, and loyalty, to businesses who provide them with excellent service along with the products they want. What many businesses don't realize is - companies with loyal customer bases have customer service policies which are fair and used across-the-board for all customers. Developing these policies, businesses put the customer first. Sound a little crazy? Read on and discover why it's the only way to go when developing your own customer service policies.

Customer service policies, which are fairly and consistently utilized, help develop good customer relationships. And never underestimate the average customer. When you state or post policies, and customers see them used, they may not remember every word, but they will remember the basics.

Why do you care about fairily utilizing your policies with all customers?

Think about it. If you heard an owner or their employee, yelling, insulting or carrying on with a customer - unless the customer's creating a problem or harming someone - would you return to that business? More than likely not. And often, customers who witness such scenarios, drop their merchandise and leave. Never to return. No customer wants to be treated unfairly, even if they're wrong.

Consistently, and fairly, utilizing your policies - with all customers - helps create trust. In short, customers know you won't let them down. They can expect the same positive treatment if their own unique situation arises. And without customer trust, where are you? Probably closing your business doors.

By having simple policies in place, you also let customers know you stand behind your products. If a product doesn't work properly, a service meet their needs, customers feel at ease knowing policies are in place to handle these situations. Aside from that, you're creating the foundation for customer loyalty.

7 Ways to Set Effective, Customer Friendly Policies

* Have a 30-90 day return policy, instead of 24 hours or a week. This type of policy helps create trust and allows the customer to confidently buy more. And in the end: most people -- even if they have a year to return a product - won't. Customers simply want to know they have the option to, if necessary.

* Your policies should be conspicuously posted, some even stated in your ads, on your website, in emails, on store receipts. When you've made them clear, you've eliminated dozens of possible problems.

* Your policies should not be set in stone, but give the benefit of the doubt to unique customer situations.

* Both you and your employees should be capable of easily administering them.

* Your policies should not create tension or conflict.

* They should be fair and set up to equally benefit all customers.

* Good customer service policies show customers you take responsibility for your business, it's products, services and actions.

With set policies, you go a long way toward eliminating problems before they start to develop. Not only are you letting them know what to expect, by doing so, you're making it easy for them to do business with you.

Your Customer Satisfaction Policy

You can always incorporate your Customer Satisfaction Policy with your Customer Service Policy by stating it at the bottom of the service policies. Basically it tells customers you guarantee their satisfaction, or their money will be quickly refunded. A good business values it's customers and wants to right any perceived wrong as quickly, and effectively, as possible. Your good attitude, along with the "it's no problem" policy, goes a long way to creating customer goodwill. That's because you're policies clearly show a customer you're eager and willing to correct any situation or problem.

10 Policy Musts

1. Policies must be responsive to most customer, product or service problems.

2. Teach your employees the policies.

3. Train them to administer them fairly and consistently, with a positive attitude and in a non-judgmental way.

4. If a policy doesn't fit a situation, ask the customer what they want.

5. Keep your promises.

6. Be willing to bend the rules, if necessary, to keep good relationships.

7. Never fault the customer, regardless of questionable claims made.

8. When in doubt, always offer a refund.

9. Never charge a customer for shipping or delivery when attempting to correct a situation gone wrong.

10.The only question to ask a customer returning a product: "Is it defective?"

A final word:

If customers are well sold, from the start, been advised of any policies relating to that product or service, few problems will arise. Plus when you take responsibility for the mistakes, or perceived mistakes, you make, eventually you develop a reputation as a fair businesses owner. Which will also earn you a customer's respect. Remember: Always err on the side of fairness. It's right for the customer. And always right for your business.

Jean L. Serio Copyright 2007. Are you one the 1.2 million women tired of working the 9-5 grind, sick of worrying about making ends meet? As you know, starting your own business still remains one of the best strategies for providing you financial freedom. Discover how to start your own business today, and receive your own simple, step-by-step Action Plan. To ensure you receive all the details FREE, and learn how you can harness the power of other successful women plus receive hundreds of must-have resources you need to start, first sign up for your Free Newsletter "Start Up a Business Today". Go to: www.womensmarketingandbusinessnetwork.com "We help you make it happen!"

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