Thursday, 24 March 2022 17:43

Placing a Focus on Customer Service

The hardwood lumber industry can be highly competitive. That is why providing customers with top-notch customer service is critical. The good news is, no matter what technological advancements we make, Customer Service is always in style, so placing a focus on that can really make a difference with customers.focusingoncustomerservice

At American Lumber, we see customer service as one of the key pillars of our business. Timely responses to inquiries, strong attention to detail, and the desire to go above and beyond are all aspects of a customer service-focused mindset that drives our goal for long-term customer loyalty.

With all this in mind, saying you want to place focus on customer service is one thing, but nurturing a customer-centric organizational culture is another. To build that type of culture requires a dedication to a customer-centric strategy and a commitment to meeting the wants and needs of customers in all transactions.

No matter what industry you are in, we have found that if you focus on a few key points your chances of success in creating a customer-centric culture in your organization increase! Here are a few tips we found helpful to keep in mind.

Enact a “customer-first” agenda. If business leaders don’t make it a point of leading by example and there’s little chance of implementing desired changes.

When implementing a customer-centric culture in your organization, consider setting some time aside at each companywide meeting to talk specifically about customer needs. Share your thoughts on new strategies the company is adopting in this area and how you believe this will help the customer experience.

What is just as important is recognizing some of your individual team members who go above and beyond to meet the needs of customers. Creating a work environment where thinking about your customers takes priority over virtually every other agenda item does not happen overnight, but it will often lead to positive outcomes for both you and your customers.

Provide Multiple Support Channels. With the plethora of tech tools available these days, customers expect to find multiple channels of support. How can you go about this?  Maybe it’s the ability to get assistance through your website, through their mobile devices, over the phone with a customer service agent, e-mail, etc. The more channels of communication you offer, the greater the chances that they will come away satisfied with the experience of dealing with your business.

Show Appreciation for Existing Customers. Customer acquisition strategies are important to businesses, of course. However, a customer-centric culture emphasizes the ongoing cultivation of existing customer relationships as well. Every customer has their own preferences, purchasing patterns, etc. When you can accommodate those preferences for existing customers, the customer has more reason to do business with your organization into the future.

Anticipate Concerns. Companies that have a “customer-centric” mindset are typically the ones that most effectively serve their customers. Rather than wait for potential issues to arise, anticipate areas of possible concern. Then take proactive steps to meet those challenges.

For us in the hardwood lumber industry that could mean proactively communicating shortages or price increases of a hardwood species like Hard Maple, White Oak, or Red Oak in the coming months, or notifying a customer of potential shipping delays many are currently facing currently. By bringing these potential issues to your customer's attention, you can plan for positive outcomes.

Whenever you can solve a problem for a customer or give them a fresh way of facing a challenge in their own business, you further nurture your business relationship with them. Once you demonstrate you’re worthy of their trust, chances are good they will stay with your business in the long term.

What customer service focus initiatives have you found helpful for your business? We would love to hear your thoughts!

American Lumber
This email address is being protected from spambots. You need JavaScript enabled to view it.

Last modified on Thursday, 24 March 2022 18:01

Leave a comment

Make sure you enter all the required information, indicated by an asterisk (*). HTML code is not allowed.