Customer Care

2. Care Where It Shows

Be flexible. Make it obvious to your customers that your operation is run to suit them, and not to suit your own convenience.

2.1 Provide the most convenient service.

• Organise delivery schedules that take account of the customer's needs.
• Offer the longest and most convenient hours of opening you can afford.

2.2 Set low minimum order levels, especially for regular customers.

2.3 Minimise the amount of paperwork your customers have to do.

2.4 If things go wrong, inform customers as soon as possible, in order to minimise disruption at the receiving end.

• If a delivery in a month's time is likely to be delayed, let the customer know today.

2.5 Sell your customers only the products that suit their needs, not the products that will make you the most profit in the short term.

• Give unbiased, realistic advice even if it means no immediate sale for you. Nothing builds trust more effectively.