Do the Right Thing: It’s that Simple!

Better Business Bureaus have heard every excuse. It is "too expensive" or "too time-consuming" or "too difficult" to meet high standards of business practices.

Some businesses have yet to recognize the importance of treating their customers right. Adhering to some basic concepts of truth and fairness, using common sense, and properly training your employees can go a long way toward promoting a culture of integrity. That, in turn, leads to more customers.

The BBB offers the following suggestions to help businesses earn and uphold the confidence of their customers:

• Treat your employees with respect. They are "the face" of your business. A happy employee will do all they can to satisfy a customer. A discontented employee will rarely go that extra mile for anybody.
• An informed customer is likely to end up a satisfied customer. Provide customers with information pertinent to the sale, including details about your business, your product or service; your customer service and return policy; product warranty/guarantee details, and anything else that will assist them in making the right decision for their situation.
• Establish a customer service program and train your employees accordingly. The program should cover basic expectations on everything from telephone courtesy to explaining the sales terms accurately to handling dissatisfied customers in a courteous manner.
• Respond promptly and fairly to any customer complaints. Customer complaints are an opportunity! They can provide the chance to clear up a misunderstanding with a valued customer or identify and address a very real problem within your organization.
• Make sure your advertising says what it means and mean what it says. Avoid making promises in your ads or promotions that you cannot keep. Deceptive advertising will hurt your business, your customers and your industry.
• Be courteous to your customers. Return their calls and messages promptly and really listen to their concerns. Show up on time for a service call, provide accurate price estimates and live up to your promises.
• Take advantage of opportunities to promote goodwill in the marketplace.
• Protect shoppers' payment information by properly handling and disposing of personal financial information.

Visit the BBB Web site at www.bbb.org for additional guidance on truthful advertising; e-commerce business standards; information security practices; and other helpful tips for doing "the right thing."