Small businesses make a big impression. Nimble, entrepreneurial and often able to manage on a "shoestring" budget, small businesses give creative and hardworking people a way to test new ideas, introduce new products and services and fill significant gaps in the marketplace.
In today's world, small business is big business. In her "State of Entrepreneurship" address at NASDAQ in February 2016, Small Business Administration (SBA) Administrator Maria Contreras-Sweet said, "Small firms employ half of the private sector. They're creating two out of three net, new jobs." What's more, small companies are making big inroads in diversity. Contreras-Sweet explained, "According to new Census data from December, minority company ownership is up 38 percent over five years. These firms provide 7 million jobs. Women's ownership rates are up 27 percent, employing 8 million workers."
Of course there's risk involved, often beginning with financial risk assumed by startups funded on credit cards and family loans. There's the possibility that, even with the most efficient systems, the marketplace is simply not ready for this business right now. There are also personnel challenges, as limited staff may, at least temporarily, be expected to manage multiple roles—the owner in charge of customer service, salespeople handling marketing, accounting personnel running staff meetings. But that kind of light-on-your-feet flexibility and reduced hierarchy often lead to innovation and improved productivity.
There's little doubt that whatever the product or service, however small or large the employee base, there would be no business if there were no customers. Customers equal cash and enough cash equals the survival of the business. So making customers a priority makes sense.
Customer-centric service can be demonstrated in a number of ways:
- Communicating clearly (focus, listen, respond accurately to the question that was asked)
- Efficient—and timely—handling of inquiries, requests and even complaints
- Being receptive to customer suggestions
- Delivering on promises ("under-promise, over-deliver")
- Following up / checking in with recent and past customers
- Finding the best person/people to handle customer contact
Recognizing that customers put the cash in the piggy bank, smart business owners often rely on the people-friendly skills of answering services and call centers. Whether it means reducing on-hold frustrations, handling after-hours calls or managing complex triage, a call center helps a company meet the challenges of being customer-centric—and successful.
With more than 60 years of experience, AAMCOM's courteous, trained, reliable operators seamlessly become the helpful voice of your business.
When you put your best voice forward, your customers notice.
