Why Customer Service and Community Connections Matter
By Rod Bolls, Boxwell
The success of your storage business depends not only on the quality of your product or service but also on the longevity of your clients. Caring for your customers and your local community is beneficial for every business. At its core, quality customer service is about making sure others feel valued, treated fairly, and appreciated by your business. It’s crucial to build and maintain relationships with your clients, partners and neighboring community. Over time, your individualized efforts will develop into deeper connections, and eventually loyalty. But how easy is it to achieve these healthy, long-term relationships?
People are influenced by each and every experience; a positive experience could make them stick with your business forever, whereas a negative experience could send them to a competitor. Good service starts at the top and moves its way into each employee through training and regular check-ins. Every team member in your organization should be happy to represent your brand, mission and values. Employees who stand behind their product or service will exude that feeling outward.
Show That You Care
Listen to what people need, go over their questions with them, and be willing to work to solve any issues or concerns. Genuinely get to know your customers and community and continually check in with them to see what you could improve upon. Roll up your sleeves and get in the action to prove that this relationship is important to you.
The time it takes for you to respond to an issue is important in today’s “immediate culture.” Slow service and support can ruin retention, so pick up the phone, answer the email, pop in to say hello. Be sure you’re easy to contact. It’s like any relationship where all of these touch points matter. Make a point to be a reliable resource for your customers.
Take a Long-Term Approach
Good customer service cultivates trust and loyalty. The end goal is to win and maintain customers with the quality of your product or service. To get there, you’ll need to build loyalty from the start. If someone has a positive experience with your brand, there’s no reason for them to look elsewhere!
Consider Loyal Customers Your Best Marketing Effort
Happy customers spread the word. When you have a wonderful experience with a brand that you trust, you’re probably going to rave about it to others. Building loyalty can help you acquire new customers from their reviews. These positive testimonials will be more effective (and cheaper) than any of your current marketing efforts.
The key to an amazing company isn’t simply an amazing product; it comes from within. Remember that a business can serve both its customers and its community. To know a business, look at its company culture and its people. Who are they? What do they stand for? How do they walk the walk? Any company, no matter how big or small, has ample opportunity to shine within its local community. Imagine a company that encourages volunteerism and a healthy, balanced work environment. You’ll see employees who have a mutual respect for each other, the work they do, and the community that surrounds them.
The benefits of giving back to the community are far reaching. Firstly, you will create a stronger, more productive team. Secondly, you will connect with your local community. Thirdly, you will improve your bottom line. Companies are recognizing this trend and putting more value into their community commitment. Organizations who value community involvement are more likely to hire people with drive, compassion, and a willingness to roll up their sleeves to help others. Plus, with over 1.5 million non-profit organizations in the United States, there are a lot of opportunities to get involved.
So how do you build a company culture of giving and community support? There are endless ways to really make a difference. You can sponsor a children’s sports team, commission a local artist, volunteer with a non-profit, sponsor local events and schools, or participate in food drives. You will create a stronger, more productive team by volunteering. Working alongside fellow co-workers toward a common goal helps employees see beyond their professional roles. As a for-profit business with resources, your company can play an essential role in connecting with the local community. As an added bonus, potential customers are more likely to choose a business who supports local causes when deciding between brands.
To emphasize the habit of giving back, set a schedule for your business. Plan to do at least one activity every quarter, for example. Being consistent with your giving initiatives will remind your employees that giving is part of the company culture. If you can, choose giving initiatives based upon your company’s interests and values to ensure that compassion becomes a strong part of your culture. Everyone will build deeper bonds with each other as they work together to make an impact on their community.
With so much competition in business, be sure that your customer service and community connections are top on your company’s lists of strengths and go above and beyond expectations. Customers will learn about your business through your website, social media, ads, articles, blogs, and other marketing efforts. Remember, however, that loyal customers trust real-life humans more than the notion of a brand. It’s the person-to-person engagement where you have the opportunity to really connect with your customers and community. Think about each interaction as a building block. Once you start building these relationships, your business will benefit – and so will your bottom line.
Since 2015, Boxwell has been designing, manufacturing, and distributing customizable storage solutions for businesses around the world. Headquartered in Boulder, Colo., Boxwell’s mission is to raise the industry standard by continually exploring new technologies, services, and features. Each member in our team is passionate about the work we do and the products we deliver. We aim to grow and thrive — as individuals, as a team, and as members of our local community. At the end of the day, we work together with one goal in mind: to be the best Boxwell we can be. We do this by staying true to our product and really listening to our customers, our partners, our community, and each other.
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