Hans & Rene's Secrets For Winning At Customer Service
For a while now, we have been fascinated with Hans & Rene, the self-styled "connoisseurs of the sweet life" shaking up Nigeria's dessert scene with inspired confections and excellent service. We consider the Lagos-based confectionery chain a good example of a young business that has gotten several things right and is growing in the right direction.
In this excerpt from an hour-long conversation we had with her recently, Hans & Rene co-founder and creative force Tayo Bolodeoku shares practical tips for outstanding customer service.
1. Good customer service is not weakness.
The average Nigerian has not experienced good customer service in Nigeria, making it relatively easy for you to win customers over by just treating them with respect and listening to them. Good customer service should be a part of your product or service. Use it to turn customers into advocates for your business.
2. Quality is everything.
If you cannot guarantee the quality of your product or service, there's no way to keep customers satisfied in the long run. And even when you have established a level of quality, you must keep improving or your precious customers will move on. A serious entrepreneur isn't satisfied with last year's standards. The Hans & Rene team is constantly involved in research and development to improve its products and enhance customer satisfaction.
3. Lead by example.
Teach your staff good customer service by treating your customers well yourself. Remember that your employees will mirror your attitude. If they have a good example to follow and a practical pattern of excellent behaviour to replicate, they will get customer service right faster.
How do you keep your customers satisfied? Send comments to firstname.lastname@example.org, we may publish them with full credit and a mention of your business.