• The Business plan
• Marketing and Sales Planning
  • Marketing Strategy
    • Lincolnshire Research Observatory
  • Marketing Plan
    • Analysis of the Market
    • The Four and Seven P's
    • Developing a Pricing Strategy
    • What else should be in the Marketing Plan?
  • Forecasting and Planning your Sales
    • Existing Businesses
    • Creating a sales plan
  • Selling and Advertising
    • Advertising
    • Direct Marketing
    • Trade Shows and Exhibitions
  • Looking after your Customer
    • Use customer care to increase sales
    • How to deal with customer complaints
  • Marketing - Expert Advice
    • Does your sales approach close more doors than it opens?
    • How do I determine my marketing budget?
    • Making an exhibition of yourself
    • Marketing in the credit crunch
    • Why might your competitors be doing better than you?
• Financial Planning
• Complying with the law
• Employing for the first time
• Innovation
• Support Schemes
• Resource Efficiency
• Business Sectors

Looking after your Customer

Customer care is a crucial element of business success. Every time you have contact with your customers you have an opportunity to improve your reputation with them and increase the likelihood of further sales. From your telephone manner to the efficiency of your order-fulfilment systems, almost every aspect of your business affects the way your customers view your business.

Customer care involves putting systems in place to maximise your customers' satisfaction with your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy.

A huge range of factors can contribute to customer satisfaction, but your customers - both consumers and other businesses - are likely to take into account:

• how well your product or service matches customer needs
• the value for money you offer
• your efficiency and reliability in fulfilling orders
• the professionalism, friendliness and expertise of your employees
• how well you keep your customers informed
• the after-sales service you provide

Training courses may be useful for ensuring the highest possible levels of customer care.

Find out about measuring customer satisfaction on the Business Link site.