I’ve written in the past about the importance of customer service. See Back to Basics, Continued — Where Have All the Good Customers Gone? and Back to Basics, Continued — It Really Is All About Customer Service. The success of the “personal” finance business really does start with customer service. 

Recently, I reviewed a blog written by The Telephone Doctor—Nancy Friedman. Nancy is a popular customer service & sales speaker at franchises, corporate meetings, and conferences all across the country. Nancy’s latest blog spoke to her six cardinal rules of customer service. See Six Cardinal Rules of Customer Service - Nancy Friedman. She says that they are:

#1 – People Before Paperwork

When someone walks into your place of business, or calls you while you’re working on something, drop everything for that person. Remember, paper can wait, people should not.

#2 – Rushing Threatens Customers

Sure, you may understand something quick, but rushing the customer along will only lead to them feeling intimidated. Remember, speed is not success! Take your time with each contact.

#3 – Company Jargon

Ever get a report from a company and not understand it? Some companies have jargon that makes the CIA envious. Be very careful not to use your own company jargon on your customers. You and your employees may understand it, but the customer may not. And you’ll only cause lots of unnecessary confusion.

#4 – Don’t Be Too Busy to Be Nice

Hey, everyone’s busy! That’s what it’s all about. Being busy does not give you carte blanche to be rude. Remember, you meet the same people coming down, as you do going up. (What’s worse than being busy? NOT being busy.)

#5 – “Uh huh” is not ‘Thank You’ — “There ya go” is not ‘You’re Welcome’

Remember ‘Thank you’ and ‘You’re welcome’ are beautiful words. The customer cannot hear them too often. And, if you’re telling your customers to “have a nice day,” please say it with meaning! I recently had a checkout clerk tell the FLOOR to have a nice day. Make eye contact when you’re saying something nice.

#6 – Be Friendly BEFORE You Know Who It Is

The Telephone Doctor motto is: Smile BEFORE you know who it is. The customer needs to know you want to work with them, no matter who they are. Often, it’s way too late to smile and be friendly after you know who it is.

I think that her advice is sound and worth committing to memory—and company policy!

Please Note: This is the two hundred-tenth blog in a series of Back to Basics blogs, in which relevant and resourceful information can be easily accessed by clicking Dentons - Consumer Finance Report.