Customer Service: Are you getting it right?

It's maybe a reflection of my Gen X status, but I am forever in awe at the ease at which you can now return and send parcels from market places such as Amazon and Vinted.

It is so simple I feel like I am doing something wrong. The best bit, you can do it 24 hrs a day through the In Post system! Gone are the days of nipping out to the PO (only open in work hours and not over lunchtime), queuing, writing out labels and hoping for the best in 7-10 working days.

This really is excellent customer service and a user interface we could only have imagined even 10 years ago.

And it all comes back to the same thing in any business.

Are you making it easy for people to buy from you❓

It might seem like overkill for a small business but do you have a process from enquiry through to sale❓

How do you deliver the service or product❓

Do you have an identified focal point to maintain contact throughout the work scope❓

How and when will you invoice❓

Do you ask for feedback at the end of the works scope❓

How do you off-board clients❓

There are so many elements to this and all are important. There's lots of automated systems out there to manage most of these, but you need to understand your weak points and what will deliver efficiency savings before rushing off to buy an app for everything.

Take some time to think what is important to you when you are making purchases in a B2C environment. A lot of the same things apply and in a crowded market place, you must have all bases covered to maintain your market position.