Every small business struggles at times to deliver first class service, but sometimes quality service is the only competitive differentiator a small business has. Below is an easy acronym to use to help improve the quality of service your company provides.

S is for say you’re sorry.
There’s nothing like a sincere apology, delivered right away, to let people know you care. There’s no need to grovel, nor to apologize forever. One honest and heartfelt apology will suffice.

E is for expedite solutions.
The faster you fix the problem, the better. This is not the time to calculate the cost of repairing the damage. Do whatever it takes to set things right. Costs will be forgotten; benefits last forever.

R is for respond to the customer.
Remember, real people are involved, not just products, dates and orders. Take the time to empathize with customers who have a problem.

V is for victory to the customer.
Build higher levels of loyalty by giving customers more than they expect. Refunds, discounts, special assistance, extra services; it doesn’t have to be money. Do it fast! No loyalty is gained from a gesture that takes months to negotiate or approve.

I is for implement improvements.
Change your processes, systems and training to avoid the problem next time. Institutionalize hard-earned improvements.

C is for communicate results.
Spread the word so everyone can learn from what happened. Give full information about consequences and improvements.

E is for extend the outcome.
Don’t stop working when they stop complaining. Stay in touch until the customer comes back and their loyalty is assured.

From, UP YOUR SERVICE by Ron Kaufman.