Sometimes I have to smack my head when I see what passes for “tax advice” online.

In the next round of “Don’t believe everything on social media,” there’s now a scam going around about a self-employment tax credit. The influencers claiming this say you can get pandemic-era payouts similar to the Employee Retention Credit. 

But, the credit actually being referred to is a much more restrictive one that relates to specific sick leave and family leave situations that occurred in 2020 and 2021. 

This is a good time to say, be careful about who you follow and trust with your business’s financial state … really any of your business matters.

So, extended throat-clearing aside, as someone you’ve trusted with your business, I’d like to speak into something that’s happened for the third year in a row… 

According to the most recent report, Americans feel that customer service is worse this year than last year, and the year before that.

Even with pandemic delays and shortages somewhat improved, the higher prices we’re all paying are not delivering the better product or service we expect. 

Chewy, Tesla, Navy Federal Credit Union, and USAA are the companies scoring highest for customer service. Our own IRS scores lowest.

Ahem.

That’s why you have me and my team helping you – so you don’t have to deal with them yourself. 

Please feel free to contact us through your account or leave a voicemail. Our team will respond and get back to you.

 

But all of this begs the question: Where would your company rate on customer service if someone were to poll your customers? I’m guessing you already know the answer to that question? (Or perhaps not, which is its own problem.)

So let’s explore how to improve customer service to keep your Orange County customers satisfied and coming back to you (and not your competitors) repeatedly.

Why You Need to Improve Customer Service in Your Orange County Business
“Your most unhappy customers are your greatest source of learning.” – Bill Gates

There are a host of new executive positions at companies to ensure a positive customer experience. Chief Experience Officers and VPs of Customer Success are getting paid quite well to show companies how to improve customer service—or, let’s be realistic, make it better than before.

It doesn’t seem to be working, considering customer experience rates have dropped now for the third year in a row. For the small business owner, that creates a general unrest among a customer base that is expecting things to go poorly. 

So if businesses can successfully swim against that current, the difference will be noticeable, and likely to create exponential gains for the standout service provider.

How to do that? Well, that’s worth exploring, isn’t it?

How to Improve Customer Service Suggestion #1 – Make it fun (and rewarding) for your staff.

Incentivize your customer support team with game-like elements. Reward staff for quick ticket resolution time, positive reviews, or positive customer feedback. You can even publish an internal “scoreboard” to generate some friendly competition.

But be sure to keep it from becoming too competitive. Set boundaries to keep the game positive for all team members.

How to Improve Customer Service Suggestion #2 – Harvest customer data.

Go beyond traditional data collection and use sentiment analysis tools to understand customer emotions and satisfaction at each touchpoint. This can reveal hidden frustrations or areas where positive interactions can be amplified. It can also help you identify problem points and create space to fix them.

How to Improve Customer Service Suggestion #3 – Be more human.

Have you considered sending personalized video messages to clients? These could be responses to customer support tickets, onboarding maps, problem-solving efforts for complex issues, or even just welcomes for new customers. 

Handwritten thank-you notes go a long way, too. These could be sent on customer acquisition anniversaries to thank them for their loyalty. You could also send birthday cards or condolence cards when a customer service rep hears of a difficult situation in their life. 

The point is, don’t underestimate the power of noticing your customers.

 

I would love to hear what’s working for you. What methods have you put in place to improve your own customer experience? 

 

Rooting for you,

Raymond Sawyer