Consider the process of starting your business. You think about your future customers, right? You anticipate who'll buy your product. You research their demands and painstakingly detail how to meet those needs in your business plan. You develop a marketing plan that explains how you can reach your customers, and you calculate, dollar for dollar, how their spending translates into profit for you personally.
Something is missing, though: Where in all that research and planning is your pledge to your customers - your vow of how you will treat them? Most business plans don't include this type of pledge, unless one of your company's competitive advantages is understood to be an unprecedented level of customer support.
Just what customer pledge, and just how would you develop one? A pledge to your customers is really a written guideline of what they can get when doing business with you. The pledge should be the foundation of your overall customer service philosophy.
As you might expect, creating your customer service pledge is simply the beginning of the customer care policy. To handle your online business successfully and legitimately, you need to put several policies in place. The federal government mandates some policies, and others would be the consequence of good sense to reduce confusion on your own, your employees, and also the people you do business with.
For example, whenever using franchise organizations, one of the most important components of doing business is the policy manual, a small booklet filled with written policies establishing an unwavering set of guidelines and procedures for operating. A policy manual can serve as a simple reference tool when you have questions about how to operate.
Policies are equally important to customers, employees, and vendors. Although you do not have to create a formal manual filled with your policies, you must write them down somewhere. In many cases, it's also wise to publish them on your Web site, to protect yourself from misunderstandings and reassure your customers about how exactly you need to do business.
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07022011
1. Online business tips and ways to get started
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