I got my first real job at Publix Supermarkets. The main thing they focused on when I started there was customer service and how being kind and nice to people brought them back to shop there. Although the prices were high, people wanted to have a pleasant experience and sometimes people will pay for good customer service. They drilled that into us and it was the biggest lesson I learned when working for the company. I received 3 customer service awards for my outstanding customer service and I was very proud of that (I still have my trophies I just need to find them). I knew that whenever I decided to own my own business, customer service would be something I didn’t have to work on the most. Here is what the power of good customer service can do for you.
I’m black if you didn’t know. One of the biggest complaints for black businesses is that we don’t have good customer service. Some of us are rude (I try not to be) and have this aura that people owe us. No, they don’t. When I spend my coins with a business, they need to be nice; that is a part of earning it. Some great photographers are better than I am, but I have gotten their clients because my bedside manner is much nicer. I go to a hair salon, and they went viral on TikTok for their rudeness. Now I’ve been going there for years, and I know they do an excellent job, but I noticed the rudeness right away. Had I been a new customer coming in, I would definitely walk out, but because I got to know them, I realized they are from New York, so there is no southern hospitality, and most of them are just quiet (maybe even introverted). I don’t need my hairstylist to talk to me, so it never mattered, but some people want interaction, and that is huge to them when it comes to customer service. They were dragged on social media, and that can hurt a business, especially if more than one person backs that claim up. Again, they do a great job and are worth every single penny, but if you are expecting warmth, you won’t get it. You have to decide what you want…. top-notch hair or southern hospitality.
If you have ever wondered why some people are overbooked, and their work isn’t even all that…..Customer service is the answer.
When it comes to customer service, there are 3 things I always pride myself on.
- Answering emails in a timely manner. If I don’t answer back within 48 hrs I didn’t get it. I do have an alert to check my spam twice a week because I’ve lost a lot of money by not checking that. Also, bonus points if someone wants to contact me via DM on Instagram (if you follow me because I am private on there), I have no issues with that. I’ll still follow up via email because that is my paper trail, but I have no issues with you contacting me on there.
- Overdeliver. I think the biggest thing you can do as a business owner is give your clients something they weren’t expecting. It makes you stand out and trust me they will talk about you to others. It’s a huge component of something small people miss. It doesn’t have to be a big deal but something small as maybe I say I only give you 10 photos (I don’t, I don’t cap at all but using this as an example) but surprise you with 3 extra photos from your session. Something I do is do a small video for your family that you can have in addition to your photos and I don’t charge extra for that)
- Being humble and saying thank you. Thank you for booking me, thank you for buying from me, thank you for even inquiring with me. Some people have a nasty aura around them and it shows in their tone.
So how can black businesses improve their customer service?
Make it easy for people to contact you. I don’t do all that extra here is the link to my booking site…chile here is my email kita@itsreallykita.com email me and let’s talk. I do have a business number you don’t get that until you book cause some of y’all are crazy.
Address when something goes wrong before the client chases you down. I don’t even take coins until I see the photos, and I’ll be clear and up front and tell you, hey, I don’t like your photos, I’ll send you the few I have that came out good but we can either reshoot or I thank you for your time. I’m upfront because your photos are a representation of me, and I can’t have that shat looking raggedy.
Deliver what you promise, when you promise it. Reliability builds reputation, and word of mouth is how you build your reputation. You don’t want folks out here spreading stuff on social media to go viral…that will bring your business down.
Study your clients and learn them. One of my clients has a son who loves Snickers. His mom always promises him the tiny snickers if he does well with his shoot. I always bring the big bar, and his eyes light up and he does a great job. (his mom always knows I bring the bigger candy) One of my clients has a good side, and I always know that good side and this how we set up her shoot. If you own a business where people buy online, look and see who buys the most of your things, and send them a coupon out of the blue.
Set a standard in your business that uplifts the entire black community and take your coins where you feel that the customer service is worth it. Customer service isn’t hard but you have to be intentional about it. Your bad day shouldn’t rub off on people who want to hire you.
