As a small business, you're in a position to give your customers far more personalized service than your larger competitors. Here are some ways to take greatest advantage.

#1) Be sure to answer all questions from customers promptly. Answer questions completely and in as much detail as possible. Don’t use technical terms or acronyms without explaining their meanings. Your customer may not know what they mean

#2) Always double-check your calculations. Math errors make a very bad impression, especially if you overcharge a customer. Take the extra minute or two to add everything up a second time to be sure.

#3) ALWAYS provide your contact info. Provide several methods of contact: phone, fax, two emails, and a physical address. Include this info on business cards, automatic email signatures, receipts, etc.

#4) ALWAYS thank your customers for their orders. Let them know they’re important to you. Send a follow-up email or “thank you” card. Again, include your contact info. You want their repeat business and future referrals.

#5) Wait two weeks, then follow up. You can email them, call them, or send a postcard. Let them know you are still there for them. Make sure they got what they ordered and are happy with it. Ask them if they are happy with the transaction and if they aren’t, do your best to make it right immediately. If you leave customers hanging when something goes wrong, they won’t be your customers anymore.

#6) Wait six months and make contact with each customer again. Let them know of any upcoming sales, referral specials, etc. Email them or send a postcard or catalog. Keep your customer aware of your business but DO NOT overwhelm or pester.

#7) If you miss a call, return it promptly. Call back within 24 hours, no matter what. The same goes for email. If you go out of town, make sure your loyal customers who order very frequently know you will be unavailable.

#8) No matter how familiar you are with a customer, never use vulgar language around them. Don’t eat, smoke, or chew gum while speaking to a customer in person or on the phone. Speak in a pleasant tone of voice. If you are in a bad mood, get into a better mood before you return your calls. Customers can sense your bad mood.

#9) Phone interruptions are not okay. If you take calls at home, step away from noisy children before you answer. Don’t engage in other tasks while speaking on the phone. Focus entirely on your customer.

#10) When you can, offer extra small services or products free of charge. That’s the sort of thing they’ll mention when they tell their friends about your website.