1. Weigh your options. Many small business owners panic at sound of word "refund". Don't! Think seriously about what you'll be losing. You could take a small loss of $29.95 now (or whatever cost of product is) in exchange for future sales; or you can retain your $29.95 and lose hundreds or thousands of dollars later in future business. If their complaints are handled to their satisfaction, majority of consumers say they will buy from your company again.

2. Get personal. The number one complaint most consumers have is that businesses don't appear to care whether they buy from them or not. Get to know your customers. Send a thank you note or small gift when a purchase is made. Fire off a short "just checking in" email when customer's purchases seem to slow down just to ensure all is OK. This extra effort will be noticed - and appreciated.

3. Follow through. If and when a problem with a customer does arise, be sure to follow through. Don't simply tell customer that you'll ship a replacement product immediately. Call or email them a day or two later to be sure new product arrived and is working as needed. This is a true way to WOW your customers and lock in future purchases.

4. Have a plan. Don't fall victim to "policy", but do have a flexible plan of action for when customers aren't 100% satisfied. Knowing what you plan to do will alleviate some of shock and stress associated with handling unsatisfied customers. It will also allow you to present yourself in a helpful and friendly way when working to fix problem.

A 1996 study performed by U.S. White House Office of Consumer Affairs proved that, if you treat your customers with genuine caring and fairness, they will indeed reward you with their repeat business for years to come. That's something you just can't get from ads or autoresponders!

1.Consider your employees as your customers. Too often employers forget this. Without them you are not going to succeed. This is your first step: to acknowledge them as most valuable members of team.

2.Be available and present for them. You would always make yourself available to your clients… do same for your employees. They need to know that you are there for them, and that everyone is playing on one team.

3.Be willing to share company’s goodies. Does your office purchase holiday gifts? Purchase additional items for your employees. If you – as a manger – receive a gift from a vendor, share it with your team. It is not actual item that has so much value but your willingness to treat your internal customers with kindness and respect. 4.Exceed your employees’ expectations. You can create great relationships if you focus on this. Do more for them than it is expected. Take them out for dinner or lunch once a month just as a gesture of team spirit. Offer unexpected theater tickets or restaurant gift certificates for those who have few or no sick days within a period of time. Host a company “play day” at a local park. The possibilities are wide open… results are long-lasting.

5.Communicate company’s direction. Keeping employees informed offers them a feeling of empowerment. It cements fact that they ARE part of team. It also helps with aligning individual goals with those of organization. Take time to provide detailed information about business’s future and your internal customer’s place in it.

6.Follow-up and ask for their feedback. Just as you ask for feedback from and follow up with your external customers, be sure implement open communications between you and your team. When you involve employees in daily activities of organization, they participate more, volunteer more and they take ownership more quickly.

7.Say thank you. Can you imagine a transaction that takes place with an external customer where ‘thank you’ is never said? You simply wouldn’t tolerate that for long. The same applies to internal customers. When a project is finished… when a report is completed… at every opportunity, say thank you.

While internal customer service programs may take additional time and money, company-wide results will far surpass expenses. You will soon find yourself surrounded by those who are willing – and, yes, even excited – to work for your firm.