I find customer service very important in a gourmet candle business. In an age of automation and "press 1 for...." superior personal customer service is tantamount to keeping a returning customer base.
Customer service in my candle business applies to two types of customers:
1. The Potential or Buying Customer.
The potential customer may be interested in learning more about the great candles you sell and the great qualities your candles offer versus a competitor's candles. They will ask questions. It is very important to be knowledgeable about your inventory and the qualities of your candles and what sets them apart from the competition. The buying customer already knows the quality product that they are buying and you want to make every effort to provide this customer with the attention and products that they will not receive anywhere else. Customers like the ease with which they can obtain your product, whether it is ordering online from your website or personal delivery of the product that they are looking for. Customer service also entails returning phone calls and emails promptly.
2. The Candle Distributor That You Sponsor.
Yes, the distributors on your team are also your customers. You want to support your team so they can succeed. You want to be available to answers questions and provide guidance. Customer service to your team includes reviewing distributor materials and company website information so your distributors can be successful and prosper. If a distributor is local to you, advise them of upcoming vendor shows in their area. A prospering team means more money for you. You must be ready to avail your distributors to the tools so they can succeed.
Customer service is very important to a thriving business. Whether you are new to the business or have been doing it for years, delighting the customer never grows old.
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