One of the single most important aspects of a successful business is good customer service. A customer defines good customer service as how she perceives that an organization has delighted her, by meeting or exceeding her needs. Unfortunately, good service is hard to find. Unmanned front desks, surly servers, clueless staff, employees having personal conversations on the phone, and managers who refuse to acknowledge a customer -- poor service has become the norm.  

Here’s a list of some of the little things, when experienced together can make a big difference to customers and how they view your business or organization:

• Eye contact, a warm smile and a friendly greeting

• Pleasant attitude with a polite and sincere tone

• Your undivided attention

• Answering a call by the third ring

• Timely return of voice mail and e-mail

• Saying, "Just a moment, I’ll be right with you."

• "Excuse me just a moment, let me find out."

• A genuine apology when warranted

• An honest attempt to help

• Following up as promised

• Taking the extra step in any situation

Customers crave the common courtesies, which is not to say that the common courtesies can make up for gross negligence or repeated problems. However, the little things can go a long way to establish trust and rapport and create customers that will return to your business again and again.