Great Customer Service is just Common Sense

To have a successful business, being 10% better than your competitors is often enough. If we dedicated just 10% more time and focus to customer service, couldn’t we achieve that? We all know every customer should feel valued from the start. Yet, while small business owners constantly hear this advice, few companies actually make customer service a top priority or connect it to their brand perception.

Above and Beyond

A decade ago, I found a boutique store called Ugmonk. I was drawn to the owner’s care and pride in the business and products. The store featured great-looking, well-photographed products and showcased the process in well-made behind-the-scenes videos. Customers could see the detail and thought in each design. While appealing, this isn’t unique among design companies—most have great photos and claim to care. Still, something about this brand stood out, so I made a purchase.

My excitement at receiving my first t-shirt was dampened by a snag in the fabric. I easily found the customer service email and asked about a replacement. Within an hour, I got a reply apologizing and letting me know a replacement was on the way—no questions asked. Instantly, I became a loyal Ugmonk fan. They matched the attention to detail in their products with excellent customer service. If the first experience had been negative, our relationship would’ve ended. It was also memorable that the owner’s mom replied to my email.

Just the Facts

Don’t just take my word on customer service—consider these Salesforce statistics.

89% of consumers are more likely to make another purchase after a positive customer service experience.

80% of customers say the experience a company provides is just as necessary as its products or services.

If the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake.

The reality is that customer service is too important to overlook, especially for small businesses seeking to differentiate themselves in a crowded market. Many of us have come to expect poor customer service, which gives those who prioritize excellence a significant advantage. Treat people the way you want to be treated—it’s an easy, common-sense way to do business. So, I challenge you today: review your customer service practices, make even a small improvement, and experience firsthand the powerful impact that truly exceptional service can have on your business.

Three effortless activities to improve a customer’s experience:

A. Treat People with Courtesy. Show your commitment to customer satisfaction and courtesy.

B. Provide What You Promise. Earn customers’ trust by keeping your promises.

C. Smile. Even if they can’t see you, customers can hear your smile.