Transparency is one key to top-notch customer service

by | Sep 8, 2015 | Business Agreements

As a successful business owner, you know that a satisfied customer is your bread and butter. That happy customer will turn into repeat business and/or valuable referrals, which means a better bottom line for your small business.
You will find countless articles on how to achieve stellar customer service, but many overlook one fundamental step in the customer service formula: delivering clear information at the outset. When entering into a new customer relationship, it pays to communicate your process, policies and terms in writing.
Consider the following items when drafting your customer agreements:
Scope of work
If you are selling a service, in addition to or in place of a product, define the scope of the project. Also outline how the customer will be billed for the service, as well as associated pricing or billing procedures and terms.
Define for your customer what is included in the warranty and for how long.
If your customer fails to pay, what process will you follow to seek remuneration? Are there any penalties to the customer?
Outline your licensing, return, dispute resolution policies and any others that apply to your particular business. Take time to assess the full sales and customer service cycle to identify which policies and procedures need to be identified for your customer.
As with all small business agreements, you will want to include language that limits your liability for circumstances beyond your control. Be sure to include a liability clause in your customer contracts.
Bottom line, your customer should be fully informed about the process of doing business with you. Knowing your procedures and policies up front will help set your customer’s expectations and will help diminish possible disputes as you work together.
To learn more about drafting comprehensive and clear customer agreements for your small business, contact EmergeCounsel today.


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