Customer Satisfaction, Rain or Shine

Take it from the founders whove weathered every customer service storm: Here's how to keep your clientele covered and coming back for more.

- By Rebecca Deczynski

As a business owner, you know things aren't always sunny. Orders get delayed by supply chain snafus, 404 pages inexplicably pop up, a product just isn't what a customer expected. Though you can't always prevent storm clouds from forming, when they do, top-of-the-line customer service practices can keep everyone smiling.

For many entrepreneurs, customer service is more than just a pillar of their business-it's an overarching philosophy that carries them every step of the way through their operations. It is, after all, a myth that founders don't have a boss. Your customers are the ones who give you your paycheck, and the way you treat them has a direct impact on your livelihood. You can, one might say, make it rain only when your clients and customers are happy.

Whether in-house or outsourced, employees your forward-facing need guidance and training.

Still, figuring out the best way to keep everyone covered isn't always as easy as it looks. It takes training, practice, and industry knowledge to fine-tune your approach to CX support. Often enough, that starts with walking in your customers' shoes, anticipating their needs, and then delivering on exactly that. Approach their issues with a sense of understanding, and you'll nearly always find a silver lining. Now, break out those galoshes and get ready to learn the keys to top-quality service from the leaders who have perfected the customer experience themselves.

Samuel Thimothy

Co-founder

ONEIMS

"Lead a conversation as a person, not as a salesperson. They should speak, and you should listen."

OneIMS is a Chicago-based inbound marketing agency that helps B2B businesses achieve sustainable growth through lead-generation solutions.

Sam Pillar

Co-founder and CEO