I came across an interesting story in Daniel Pinks blog, where he describes about his visit to a Pizza restaurant and saw a sign with the photograph of the restaurant owner Giuseppe Farruggio: asking the customers to call his cell in case they had anything less than a great experience at the restaurant. What impressed me is that Giuseppe didn’t give his customers a feedback book as found in lot of retail stores, or an email address to send feedback or a toll free number to register complaints but he gave his cell number (Shows accountability and shows that he takes customer service seriously). By giving the cell number he also showed that he wants to interact with his customers and wanted his customers to tell him how he can make their experience in the restaurant great (not good, but great). I am sure that he would be getting lot of calls from customers telling him what a great experience they got and these customers are sure to come again and again and also refer their friends.
Just think the difference it could make to your customers if you give your cell number to call in case of any complaints or to provide any feedback. Make customer service personal. Show them you are accountable and you are there to assist them. Keep the communications open with customers all the time. Believe me customers are going to love you and going to recommend you to their friends. They are going to give you more opportunities to work with them. I manage processes which provide sales support and every time a sales manager needs an urgent order to processed or have a concern or complaints, they call my cell. Calling me directly gives my customers lot of confidence that they are able to interact with somebody who can help them. This has helped me build good rapport with my customers and they have a positive impression on my teams.
Customer service is a serious business and needs great attention. Ask your customers to call your cell in case they didn’t get a great experience.