Customer Service and Retention: Striking a Balance

Refuge Marketing dark logo

Every once in a while, businesses need to take a step back to assess their We might not be able to completely quantify skills like listening and open body language, but they’re an essential part of marketing efforts and relationship building. From the little efforts like a firm handshake to remembering a client’s name to the bigger issues like individualized attention and timely troubleshooting, developing a dedicated customer service team with people who are cognizant of the impact their interaction with your clients has on your business is not just good business sense – it’s imperative.


Customer service can make or break the way people interact with a business. It sounds like the most obvious statement to hear, but what if you’re on the delivering end of that relationship? Imagine walking into a bank and being greeted by a teller who refuses to make eye contact, acknowledge your presence or even offer a slight smile. Or a phone call to a customer service department where you’re tossed around between departments because your issue isn’t really their problem.
Now, imagine one of your clients on the receiving end. If any of the above has been their experience, then your business has either gained a bad review or potentially lost a valuable client, or both. In either scenario, you’re in a lose-lose situation.
We came up with a few favorite pointers to have around for ready reference for your customer service needs.
  1. Treat your employees well It’s not a difficult concept to grasp. Unhappy or disgruntled employees aren’t going to be the best mascots for your company. Good customer service begins with creating a work environment where your employees are able to work comfortably and openly.
  2. Listen If you’d like your clients to leave feeling frustrated and angry, feel free to interrupt them mid-way through their sentences, avert your eyes, not acknowledge their issues and argue through to the end. However, if building your client database and retention are your goals, take the time to listen.
  3. Accept feedback Negative feedback is just as important as positive feedback because it offers a valuable opportunity to learn from mistakes made and gain a client for life.
  4. Offer timely solutions Helping your client access expedited shipping for Christmas in January will not prove to be very helpful to her. If your company has incorporated social media into its customer service and marketing efforts, communicating with your clients and answering their queries as soon as they arise will result in greater goodwill for you. And happy clients tend to spend more.
  5. Don’t forget your P’s and Q’s Or your apologies, if you’re in the wrong or facing an extremely disgruntled client. A quick and sincere apology for a distasteful experience goes a long way and tends to make the clients feel at ease.


Posted in


Please enter your name.
Please enter a message.