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. I learned from my years as a business owner myself that transparency is key to top-notch customer service.

You will find countless articles on how to achieve stellar customer service. However, 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. Additionally, outline how the customer will be billed for the service. If there are phases to the services, provide associated pricing or billing procedures and terms.


Define for your customer if there is a warranty. And, if so, what is included in the warranty, and for how long does the warranty last?


Payment terms are crucial. Explain when the payment is due. What will happen if the payment due date is missed. Also, you will want to explain what process you will follow to seek remuneration. Are there any penalties to the customer?


Outline your licensing, return, and dispute resolution policies 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, and be sure to include a liability clause to your customer contracts.

The bottom line is your customer should be fully informed about the process of doing business with you. Knowing your procedures and policies upfront will help set your customer’s expectations. It will also 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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