If you could create your own fantasy board of directors, who would be on it? CO— connects you with thought leaders from across the business spectrum and asks them to help solve your biggest business challenges. In this edition, we ask an expert about how you can identify a new business need in your community.
In this edition of “Ask the Board,” we’re pleased to feature Maria Washington, Co-owner of Tutor Doctor, a tutoring company for students of all ages, in Evans, Georgia. Maria shares her tips on how you can go above and beyond with customer service and, in turn, become more successful.
The saying “customer is king” holds true, especially in today’s increasingly competitive marketplace. That’s why it’s essential to provide exceptional customer service that sets you apart from your competitors. Here are strategies that can help you do so.
Offer personalized engagement
At Tutor Doctor of Evans, everything is tailored to the individual student or school from the very beginning. It’s incredibly important to prioritize direct communication with each client to ensure a thorough understanding of their unique needs and concerns. The key to the personalized approach is consistent follow-ups with all clients.
As a best practice, someone within the organization (Client Care Specialist) makes it a priority to touch base every two weeks to one month, engaging in meaningful conversations to gather feedback, address concerns, and cater to the evolving needs of the student.
Be consistent through team collaboration
When talking about customer service, it’s essential that everyone within the organization is on the same page. A best practice at Tutor Doctor of Evans is to hold weekly meetings to ensure consistency in customer service. With each student requiring such personalized instruction, it’s even more crucial that other areas of customer service have synergy.
This is shown in the follow-up process, how concerns are addressed and resolved, and in the tone and manner of communication with students and their families. By fostering a culture of collaboration among team members, everyone understands the importance of maintaining a unified front in delivering exceptional service.
It’s incredibly important to prioritize direct communication with each client to ensure a thorough understanding of their unique needs and concerns.
Maria Washington, Co-owner of Tutor Doctor of Evans, Georgia
Ask for feedback and continuously improve
To consistently provide better service for clients, actively seek feedback and pay close attention to any concerns that are presented to you is always our goal. By giving a listening ear and promptly resolving issues, you’ll foster a supportive and trusting relationship with clients. Tutor Doctor of Evans encourages feedback to be shared regularly and strives for continuous improvement based on this feedback. Any business should adapt and evolve to meet the changing needs and expectations of clients and embrace feedback as a tool for growth.
Use technology to personalize your offerings
Establishing robust client relationships hinges on effective communication and shared understanding. Through strategic integration of technology, Tutor Doctor of Evans facilitates seamless communication of session outcomes and progress to clients through session reports, fostering transparency and active engagement.
Moreover, by harnessing technological advancements, students gain access to diverse learning modalities, such as remote, in-person or hybrid learning, thereby catering to their distinct educational requirements and preferences. It’s important for businesses to remember that clients can seek out specific services from any organization, and going above and beyond to provide exceptional customer service that meets their needs will be what sets you apart.
CO— aims to bring you inspiration from leading respected experts. However, before making any business decision, you should consult a professional who can advise you based on your individual situation.
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