Sometimes, learning small business tips for great customer service happens when you least expect it—like when you’re just running a few errands. If you pay attention, you can pick up customer service lessons almost any time you step into a local shop.

Recently, Jerry from our sales team went to an auto body shop with his youngest daughter. He wasn’t there to meet a new customer, or to pick up any tips for small business owners. Someone had sideswiped his car and he needed an estimate on getting it fixed. Although Jerry didn’t end up getting the shop’s quote for his car, but he did see something customer service takeaways every small business owner should pay attention to. The receptionist was there at her desk, speaking to a customer (or prospective customer) on the phone.

As the call continued, another customer walked in the door. Right away, the receptionist seemed stressed. Jerry could tell she was trying to wrap up the call so she could help this new person, but the caller was persistent, adding to her stress level. She knew she couldn’t help the caller, but she couldn’t just hang up…especially in front of another customer.

The customer who had just arrived stood at the counter. Even from across the room, Jerry knew just from body language alone he was getting more and more impatient. Additionally the receptionist, still cradling the phone receiver under her chin, picked up on that and turned a little more red.

Then the other line rang.

The receptionist was so frustrated she even vented to Jerry a bit by way of an apology. Finally, after about an hour of this, the receptionist cleared her calls and had a moment to catch her breath. She was stressed out, and none of the customers—in the shop or on the phone—had ever gotten her full attention. Small business owners often don’t have a lot of money to spare. And payroll can be one of their biggest expenses. So it’s understandable that many try to do more with less.

But when you’re neglecting customers on the phone to take care of customers standing in front of you, or vice versa, you’re in a lose-lose situation.

Robert Phillips, Head of Customer Success at AnswerConnect says “Continuously build your understanding of customer service by observing what others do well and where they fall short. By taking all of this into account, you’ll be in the best position to provide thoughtful, well-founded support that truly demonstrates your expertise.” Fortunately, we have 30 small business tips on hand to help you approach small business customer service with more understanding than ever before.

The ultimate small business tips list

1. Plan for the second caller

If your customer service strategy only works when you get just one customer or caller at a time, you’re not ready for success. It would be nice if our customers just showed up in a nice, even flow…but business doesn’t work like that. If you aren’t ready for the second caller (let alone the third, or the fourth) you’re hurting your business and putting a ceiling on your growth potential.

2. Make it scalable

If you try to staff in-house, you have a tough choice to make. Will you hire enough people for your busiest times? If you do, those employees may be under-utilized when you’re slow…costing you money.

So maybe you hire just enough to handle your slow hours. Then you’ll see situations like the one Jerry encountered at the auto body shop. Unfortunately, there’s no real happy medium here. Staffing for your average volume just means you’ll be overwhelmed at busy times and overstaffed at others. However, there is a way. For example, scaling your small businesses customer service capabilities for a range of volumes can be achieved through services like virtual receptionists where you operate on an allocated amount of minutes per interaction.

3. Respond…

You’d be surprised how many small businesses simply don’t respond when their customers try to contact them. We get it—it can be hard for small teams to operate 24/7/365. But the reality is, that’s what customers expect today. Their Internet is always connected, so they want the same from you. Even if you miss a call, make sure you respond as and when you can.

4. …And respond fast

A little acknowledgement goes a long way. You might not be able to solve every customer’s problem immediately. But you can definitely let them know you’re on it immediately.

And that response can mean the difference between a relaxed customer who knows you’ve got their back, and a nervous one who’s already hung up and started looking up your competitor before your voicemail greeting even finishes playing.

5. Find the right channels

These days, customers have many ways of contacting your business. They might show up in person. They might call.,  look for information on your website or even engage with you on social media. And to make things even more challenging for the cash-strapped small business owner, your customers want to switch seamlessly from channel to channel.

You need to be responsive through the channels your customers use. Because of this you need to have a good “single source of truth,” like a CRM, so your team has access to all the information no matter how the customer reaches out.

6. Make it easy for them to give you feedback

A core principle for great customer service, whether you own a small business or run a global enterprise, is to listen to your customers. And you have to do it without being defensive.

Sure, some customers will take out their frustrations on you, even if what they’re upset about really has nothing to do with your business. But most of the time, your customers’ feedback will give you valuable insights…if you can take a step back and really listen to what they’re saying.

7. Hire the right people and treat them right.

Not everyone is cut out for customer service. When she’s hiring for virtual receptionist positions, our recruiting lead Sarah looks for several qualities. They’re all critical for providing great customer service as a small business.

Enthusiasm

Positive energy is important when you’re working with people. Your customer service team’s attitude will set the tone for every interaction they have with your customers.

Technical chops

Make sure your hires are capable and comfortable dealing with whatever technology they need to use on the job. If your software or phone system throws them off, they won’t be able to give your customers their full attention.

Communication skills

When it comes to small business tips this one is important. At its heart, customer service is about communication. A customer service representative has to be able to communicate clearly both verbally and in writing.

Once you’ve found some positive, qualified people, keep in mind this simple truth: if you treat your employees poorly, they’ll turn around and do the same to your customers. Showing empathy and respect to your team is a great way to model the behavior you want them to show when your customer walks in the door or calls you on the phone.

8. Break the rules

Great customer service doesn’t just come from having clear policies in place, though that can help with consistency and setting reasonable expectations.

You also have to know when to break the rules.

Did your customer miss your special offer by one day? You have a choice. Stick to the letter of the law if you want to. You might think you’re saving yourself a few bucks by withholding the discount. After all, rules are rules, right? Wrong. That customer will probably feel like you’re being petty at best, or cheating them at worst. And chances are good that they’ll look elsewhere for the product or service you provide.

This might be a good time to break the rules. You were offering that discount anyway. Why not win one more customer?

The same goes for when you’re fixing a mistake. If you did something wrong, that’s not the time to follow your company policies strictly if it keeps you from making things right. When a customer sees you’re willing to make an exception for them, they’ll know you have their best interests at heart. The loyalty to might win from a concession like that is worth more than a perfect record of rule-following.

9. Personalize the experience

Customers appreciate being treated as individuals, not just another ticket or transaction. Take time to get to know them, even if it’s just by using their name or remembering their previous interactions. Tailoring your responses to their specific needs shows that you care about them, and this level of personalization can significantly enhance customer loyalty – a very important facet for small businesses to bear in mind.

10. Train continuously

Customer service skills are not static. As technology evolves and customer expectations change, your team will need to stay up-to-date on best practices and new tools. Regular training sessions ensure your staff stays sharp, engaged, and ready to handle new challenges.

11. Set clear expectations

Transparency can go a long way in managing customer satisfaction. When a customer knows what to expect from your service, they’re less likely to feel frustrated. This includes being upfront about timelines, costs, policies, and what you can (or can’t) do.

12. Empower your team to solve problems

Don’t micromanage your customer service reps by requiring approval for every minor decision. Empower them to solve problems on the spot. When your team has the authority to issue refunds, grant discounts, or make decisions that will resolve customer concerns, it speeds up the process and shows customers that your business trusts its employees to do the right thing.

13. Track and measure customer satisfaction

It’s hard to improve what you don’t measure. Implement tools like customer satisfaction surveys, Net Promoter Score (NPS), or feedback forms after each interaction. This will help you track your team’s performance and identify areas for improvement.

14. Apologize when necessary

Mistakes happen. When they do, don’t get defensive or make excuses. Apologize sincerely, take responsibility, and work quickly to resolve the issue. A genuine apology can often turn a negative experience into a positive one.

15. Go the extra mile

Surprise and delight your customers by exceeding their expectations. This small business tip could be embodied in something as simple as a handwritten thank-you note, a follow-up call after resolving an issue, or a small freebie. Going above and beyond helps to create memorable experiences and build strong customer relationships.

16. Be proactive, not reactive

Don’t wait for customers to complain about an issue—identify potential problems before they arise and address them proactively. Whether it’s checking in after a service is provided or alerting them to potential delays, proactive communication shows that you’re committed to a high level of care.

17. Manage your online reputation

One of our small business tips you can’t afford to avoid – today’s customers are vocal online, and reviews matter. Monitor what people are saying about your business on platforms like Yelp, Google, and social media. Respond to both positive and negative reviews with professionalism and gratitude. Showing that you care about your online reputation demonstrates that you value customer feedback.

18. Stay flexible

Customer needs and expectations aren’t always consistent. Being adaptable and flexible in how you respond to different situations allows you to better meet customer demands, even when they’re unconventional or out-of-the-box.

19. Provide self-service options

Not every customer wants to speak to a representative. Offering self-service solutions like FAQs, chatbots, or video tutorials can help customers quickly find answers on their own. This is especially useful for simple inquiries, freeing up your team to handle more complex issues.

20. Follow up after resolution

Don’t assume that once you’ve handled a customer’s problem, your work is done. A quick follow-up message to make sure everything is satisfactory shows that you care about their experience and helps build trust for future interactions.

21. Stay calm under pressure

Customer service often involves managing difficult or emotional situations. Your team needs to stay calm and composed, even when dealing with frustrated customers. A calm demeanor helps defuse tense situations and allows for a more productive resolution.

22. Create a customer-centric culture

Now as far as small business tips go, this one seems fairly obvious. Customer service shouldn’t just be a department—it should be a company-wide mindset. Every team member, from sales to product development, should understand how their role impacts the customer experience. When your whole organization is aligned around customer satisfaction, it becomes easier to deliver exceptional service.

23. Anticipate customer needs

Great customer service isn’t just about responding to what your customers ask for—it’s about anticipating what they might need before they ask. By paying attention to patterns and common pain points, you can offer solutions preemptively, making the customer experience smoother and more satisfying.

24. Outsource Your Customer Service

Outsourcing your customer service to an answering service can provide professional, 24/7 support without overwhelming your in-house team. This ensures customer inquiries are handled promptly, even outside business hours, enhancing customer satisfaction. Choose a provider that understands your brand values, and maintain clear communication to ensure they deliver the quality of service your customers expect.

25. Provide consistent service

Customers expect a consistent experience every time they interact with your brand, no matter which team member they talk to or which channel they use. Ensure that your team is aligned and trained to provide the same level of service across all touchpoints.

26. Leverage technology to enhance service

Use modern tools like CRM systems, chat platforms, and AI-driven support to streamline your customer service processes. Technology can help you automate repetitive tasks, provide faster responses, and ensure no customer slips through the cracks.

27. Build long-term relationships, not just transactions

Don’t treat every customer interaction as a one-time event. Focus on building long-term relationships by showing ongoing appreciation and consistently delivering value. Building rapport with customers increases their loyalty and the likelihood that they’ll return to your business in the future.

28. Celebrate your loyal customers

Recognize and reward your repeat customers. Whether it’s through a loyalty program, exclusive discounts, or a simple thank-you message, acknowledging customer loyalty goes a long way in retaining them and fostering positive word-of-mouth.

29. Be authentic

Customers can tell when you’re being insincere or overly scripted. Encourage your team to have real, human conversations with customers. Authenticity builds trust, making customers more likely to feel heard and valued.

30. Stay humble and keep improving

Out of all our small business tips, this one will keep you growing and improving each and every day. No matter how good your customer service is, there’s always room for improvement. Regularly evaluate your performance, solicit feedback, and stay humble about where you can do better. The best customer service teams are those that never stop learning.

Got customer service tips for running a successful small business?

These are just a few of our small business tips that wants to provide great customer service. And if you’re ready to add an instant customer service team to your operation check out our plans today.

Improve customer service for your business today with AnswerConnect’s highly trained team of professional virtual receptionists. View plans now.