Have you ever been frustrated by the lack of customer service from another company and vowed to never do business with them again? And most certainly never told anyone else about them?
This is why customer service is so vital to business success as I explain in this eTip episode on why it’s the primary reason we have such a high referral rate.
We get a lot of new customers based on the quality of our customer service.
Our referral rate is around the 90-95% range so I wanted to share our secrets for good customer service.
For us that means things like answering our phone, responding to emails quickly, and making sure our customer’s needs are taken care of.
Obviously you can’t do that 24/7 but having a solid response time is good business practice and your customers will appreciate you for it.
Respond to them in a timely manner and appreciate that their brand may be affected by what service they need you for.
People want to get information fast so making them wait is not good customer service.
If you don’t respond in a timely manner you risk pushing them towards your competition.
By providing a high level of customer service you demonstrate to the potential client that they can expect good work out of you if they commit to your business.
Sometimes your needs might need to be set aside while you put the customer first.
Dealing with difficult clients and mistakes wisely
No matter how much someone upsets you always make your best attempt at being professional and polite.
Even if you’re having a bad day consider they may be as well and the additional stress of bad customer service can really put them off your business.
If you do make a mistake own up to it and make it right. Mistakes happen and if you take responsibility for the error and solve the issue then your client will appreciate you more.
Let them know what steps you’ve taken to ensure those mistakes don’t happen ever again.
People don’t get mad about mistakes.
Your customers won’t get mad if you make a mistake. They will get mad if you don’t acknowledge the mistake or don’t take steps to address the mistake and prevent it from happening again.
Don’t lay blame with somebody else and by taking responsibility you show the customer you respect them, which will go a long way when they start looking for who to refer their friends to.
If one of your team members makes a mistake it’s still a reflection on you and your business.
Let them know you’re tackling the mistake and you’ll find they respond well to your professionalism.
When you’re in business you are in the people to people business so the more respect you pay to them the better. Treat your customers with respect and they will in turn refer their friends to you because they’ll know their friends will experience the same high level of customer service that you’ve provided to them.
If you have your own stories about how providing great customer service has helped you or has gained you a great new lead that turned into a client then please share them in the comments below.
Until next time,
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About the Author, Susan Friesen
Susan Friesen, founder of the award-winning web development and digital marketing firm eVision Media, is a Web Specialist, Business & Marketing Consultant, and Social Media Advisor. She works with entrepreneurs who struggle with having the lack of knowledge, skill and support needed to create their online business presence.
As a result of working with Susan and her team, clients feel confident and relieved knowing their online marketing is in trustworthy and caring hands so they can focus on building their business with peace of mind at having a perfect support system in place to guide them every step of the way.
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