1. Stay in contact with customers on a regular basis. Offer
them a free e-zine subscription. Ask customers if they
want to be updated by e-mail when you make changes to
your Web site. After every sale, follow-up with the
customer to see if they are satisfied with their purchase.

2. Create a customer focus group. Invite ten to twenty of
your most loyal customers to meet regularly. They will give
you ideas and input on how to improve your customer
service. You could pay them, take them out to dinner or
give them free products.

3. Make it easy for your customers to navigate on your
web site. Have a "FAQ" page on your Web site to explain
anything that might confuse your customers. Ask them to
fill out an electronic survey to find out how make your web
site more customer friendly.

4. Resolve your customers complaints quickly and
successfully. Answer all e-mail and phone calls within an
hour. If possible, you the owner of the business, personally
take care of the problem. This will show your customers
you really care about them.

5. Make it easy for your customers to contact you.
Offer as many contact methods as possible. Allow
customers to contact you by e-mail. Hyperlink your e-mail
address so customers won't have to type it. Offer toll free
numbers for phone and fax contacts.

6. Make sure employees know and use your customer
service policy. Give your employees bonuses or incentives
to practice excellent customer service. Tell employees to
be flexible with each individual customer, each one has
different concerns, needs and wants.

7. Give your customers more than they expect. Send thank
you gifts to lifetime customers. E-mail them online greeting
cards on holidays or birthdays. Award bonuses to your
customers who make a big purchase.

8. Always be polite to your customers. Use the words
your welcome, please, and thank you. Be polite to your
customers even if they are being irate with you. Always
apologize to your customers should you make a mistake.
Admit your mistakes quickly and make it up to them in a
big way.

9. Reward customers a point for every one dollar they
spend. Let's say customers can get a free computer for 300
points. That means customers will spend $300 dollars on
your products and services to get enough points to get the
free computer.

10. Build strong relationships with your customers. Invite
them to company meetings, luncheons, workshops or
seminars. Create special events for your customers like
parties, barbecue's, dances etc. This will make them feel
important when you include them in regular business
operations and special events.


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