Holly Howard runs Ask Holly How, a small business consulting company that works with a wide variety of businesses from restaurants to retail to art studios and pretty much everything in between. Her clients report increased income and profit, decreased expenses and a significantly better quality of life. Holly heads up the Small Business Book Club at McNally Jackson Books.
I’m a stylist who’s a partner in an up and coming fashion label. We’ve had some moderate success and the future looks bright. I’m having somewhat of a problem when it comes to customer service and complaints. My partner and I tend to have differing attitudes about how requests and feedback should be handled. I tend to be overly accommodating and go with the old motto “the customer is always right”, while my partner tends to pull more of an attitude with them and disregard their complaints.
Do you have any advice on best practices when it comes to customer service? I’m sure it’s not a one size fits all across every industry, but we have to come to an agreement on how we handle these things or else we’re going to lose our following. (more…)