It can be difficult for growing businesses to stay competitive with companies that have more resources. However, in the minds of consumers, quality customer service can set a small business apart from the big boys. Randi Busse, a customer service trainer at Workforce Development Group, Inc., encourages businesses to find out what their customers expect of them as a way to improve their service standards. Busse offers the following tips to improve customer service and get a leg up on the competition:

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• Listen to them. Don’t assume you know what your customers needs are; let them tell you. Show them respect by lending them an ear. And don’t interrupt!

• Take responsibility. Take care of your customers like you would take care of family. Don’t pass the buck — own the problem and the resolution. See the situation through to completion and make sure they’re satisfied with the results.

• Pay attention to the details. Address everyone by name. Call back when you say you will. Keep your promises. This will make every customer feel like they’re your most important client.

• Remember, it’s their time and money. You’re not doing your clients any favors; your competition offers the same services you do. Your customers are the reason you are in business, so remember that it is your job to serve them and treat them well. “Give customers what they want,” says Busse, “and they’ll be sure to come back. And they’ll tell others to come as well.”

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