Just answer the question!
When I first started in this business all I ever heard was how most businesses fail after 5 years. So the question I asked myself is WHY? What does the successful business do that the failed one doesn’t? One thing kept coming up at the top of the list again and again --- good customer service. By this I mean the ability to call or email that business and get a fast response and a resolution to the problem or question at hand.
How many times have you called or emailed a company – large or small – and had to wait weeks or more for an answer – if you got a response at all? You would think they would care about their customers – but sadly – a lot of them don’t. The larger ones act as if since they have so many customers so what if they lose a few!
I make it my mission to respond to all calls and emails within 24 hours (or sooner). I feel if you take the time to call or email me then you must want an answer to a problem or question you have and that is important to me!
In my work I deal with a multitude of companies for hosting, software, SSL certificates, support for any number of things. Sad to say, but the larger ones either never respond, or if they do, they will not take ownership of the problem. I have spent countless hours on the phone or online chat with customer service and support as they tell me THEY could not possibly have a problem – it HAS to be user error!
Being a business woman, I can tell you I would never tell any of my clients that it is their fault – even if it is. I listen, and then I do what I have to do to solve the problem. Simple as that!
Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. If you want to keep the customers you have and gain new ones then customer service is a crucial part of your business. Word of mouth can either make or break a business in a hurry!
Here are my top 8 keys to great customer service:
1. Keep the customer happy
2. Listen
3. React
4. Be sincere
5. Problem Solve
6. Get a solution
7. Apologize for their inconvenience
8. Always respond to calls/emails
Delivering a great product or service is also key – but we’ll talk about that later…
PS: I am going on 15 years in business
