Good Customer Service = The Foundation of Your Business

ANNACOLIBRI, what is good customer service, values-based marketing, web presence
Customer Service is About Genuine Care

I may have mentioned that if you provide your website visitors, leads, prospects and customers or clients with excellent customer service, you will be taking a huge step towards building a successful, rewarding business.

I will go further and say that excellent customer service is one of your most valuable, and ultimately inexpensive, forms of advertising.

Why?

Because excellent customer service enhances your reputation and your excellent reputation motivates word of mouth recommendations which are, by their nature, free. That’s right, in a busy and overwhelming world, your kindness and consideration are a valuable asset.

And, if you think about it, word of mouth has always been, and probably will always be, the most compelling form of advertising there is.

Why?

Because people trust each other more than they trust paid advertisers. Period.

What is Good Customer Service?

Good customer service involves:

  • Being proactive. An old friend of mine used to say, “Don’t go borrowing trouble.” In terms of good customer service, this means you should prevent trouble. Example: You will have fewer complaints about your website’s typeface if you use a larger type point. Making your site easy to read is a very practical sign of respect.
  • Training staff. Even if you are the only staff member, think through the kind of customer service you want to provide. Example: Write up policies such as “answer email within 24 hours” and then stick with them.
  • Problem solving. Customer service shouldn’t always be about solving problems, especially if you have put systems in place to avoid them. That said, when problems arise you should solve them quickly, cheerfully and efficiently.
  • Personal touch. This has a lot in common with courtesy, but it refers more specifically to making people feel warmly welcome. And known. So much of today’s world involves anonymity that providing a personal experience will go a long way towards finding and keeping customers.
  • Follow through. Follow through is also a form of courtesy. Do what you said you would do when you said you would do it. Period.

As you can see, good customer service is mostly about good manners and genuine consideration. It’s all about caring about your potential and actual customers’ needs and experiences.

Tips For Providing Good Customer Service

Here are XX more tips for providing good customer service:

    1. Make your website shine. Your website is, of course, your online home (or office). It should be attractive and functional. If at all possible, offer your clients an inspiring user experience .
    2. Answer your phone. Or your emails. Or your texts. In other words, be available to your clients. On the other hand, for your sanity as a solopreneur, be clear about when you are available and when you are not. This clarity can come from autoresponders and your outgoing voicemail message.
    3. Keep your promises. I’ve said this before and I will say it again: Do what you say you are going to do when you say you will do it. It’s usually free and it really builds confidence.
    4. Listen. Careful attention to what people say about your business will allow you to do more of what’s working and less of what’s not. Listening to what people have to say, even when it involves criticism of you or your services, can be challenging but try not to take it personally. People want to be heard and understood. Offering understanding is a gift.
    5. Deal with complaints. Directly address criticism and complaints offering concrete solutions whenever possible. No one is perfect so facing your problems and mistakes head on will leave you feeling clean and clear and will inspire confidence in others.

Be extra helpful. Here’s an example: Don’t just tell people that pens can be found in aisle 8. Walk over to aisle 8 with them and find out what kind of pen the person is looking for. Extra help like this deeply acknowledges people and makes them feel truly cared for.

  • Be knowledgeable. This speaks to training staff, above. It is impressive and helpful if you know a lot about your product and service as well as your field as a whole. If you are knowledgeable, people can begin to see you as a resource and an authority.
  • Provide freebies. People love freebies. This can take the form of swag or it can be consciously spending a little extra time with them. This is also “free” advertising. You can always say, “I’m conscious that we’re coming to the end of our free 1/2 hour consultation so I wanted to check in with you. If you have another 15 minutes I would love to continue the conversation.” This helps potential customers see the value of what you are providing while making it clear that you are considering their time.
  • Follow through. I’ve already said it twice. I hope the third time is the charm. Do what you say you will do when you say you will do it whenever possible. People will love being able to rely on you.

Perhaps you can see from the lists, above, that good customer service is not a matter of rocket science. In fact, it is mainly requires, in addition to good manners and genuine consideration:

  • Being well organized and
  • Consistent

Good customer service is not only a great business tool but it leaves you feeling energized and positive about all of your relationships.

Your Turn

What do you think? What makes good customer service great?

Citations

Kooser, Amanda C. A Description of Excellent Customer Service. Chron.com.

Ward, Susan. 8 Rules For Good Customer Service: Good Customer Service Made Simple. About.com

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  90. Hello there! I know this is somewhat off topic but I was wondering which blog platform are you using for this site? I’m getting tired of WordPress because I’ve had issues with hackers and I’m looking at options for another platform. I would be fantastic if you could point me in the direction of a good platform.|

  91. Hey would you mind letting me know which web host you’re using? I’ve loaded your blog in 3 completely different web browsers and I must say this blog loads a lot quicker then most. Can you suggest a good internet hosting provider at a reasonable price? Kudos, I appreciate it!|

  92. A fascinating discussion is definitely worth comment. I believe that you need to write more on this subject matter, it might not be a taboo matter but usually people do not speak about such issues. To the next! Cheers!!|

  93. Great blog right here! Also your site loads up fast! What host are you using? Can I get your associate link in your host? I want my site loaded up as quickly as yours lol|

  94. I was wondering if you ever considered changing the page layout of your website? Its very well written; I love what youve got to say. But maybe you could a little more in the way of content so people could connect with it better. Youve got an awful lot of text for only having 1 or 2 images. Maybe you could space it out better?|

  95. I’d like to thank you for the efforts you’ve put in writing this site. I really hope to check out the same high-grade content from you later on as well. In fact, your creative writing abilities has encouraged me to get my own site now ;)|

  96. Your style is unique in comparison to other people I have read stuff from.
    I appreciate you for posting when you’ve got the opportunity, Guess I’ll
    just book mark this web site.

  97. Long and short of it? Because of spammers and people who can’t behave, your comment section is going to take some effort to maintain and protect. Moderation will be required.
    The idea of your comments section somehow bringing a penalty to your site is terrifying to bloggers. Though Matt Cutts has reassured bloggers that taking part in blog comments in a legitimate way is perfectly fine, recent penalty action taken by Google has bloggers a bit on edge.

  98. With good moderation and spam controls, and making sure that links in the comments section are “no follow” (which WordPress now does) you can protect yourself somewhat. It is important to take a serious rein on your comments section and be purposeful about it.
    Another reason Copyblogger provided for ending their comments was that the discussion was happening elsewhere, on social media. This is discouraging if you are trying to build social proof on your actual blog, and see social media comment streams as a form of “sharecropping” your content off of your blog property.

  99. A blog comments section might seem antiquated in the face of this new conversation. If you’ve been blogging a while, you’ve probably noticed that social media has meant two things for your blog comments:
    Comment systems, though, are evolving. Plugins that support social media integration, or a comment system like Disqus, help tie your blog’s comments into that social pulse. In that sense, you can bring that “outside” conversation back onto your own property.

  100. Yes, some people (as in, you and me an others) aren’t doing the whole blog commenting thing the right way. It’s hard to have purely altruistic motives, sometimes.
    If you head into it at all thinking that you’ll get a link back to your site, you’re doing it wrong. You’ll be moderated, spammed, and possibly penalized.

  101. You are a very persuasive writer. I can see this in your article. You have a way of writing compelling information that sparks much interest.

  102. I’ve read a few excellent stuff here. Definitely worth bookmarking for revisiting. I surprise how a lot attempt you put to create the sort of magnificent informative site.

  103. you’re in point of fact a excellent webmaster. The web site loading velocity is amazing. It sort of feels that you are doing any unique trick. Also, The contents are masterpiece. you’ve done a great job on this matter!|

  104. You can certainly see your enthusiasm within the article you write. The sector hopes for even more passionate writers like you who are not afraid to mention how they believe. Always follow your heart.|

  105. Hi there! Quick question that’s totally off topic. Do you know how to make your site mobile friendly? My blog looks weird when viewing from my iphone 4. I’m trying to find a template or plugin that might be able to fix this issue. If you have any recommendations, please share. Thanks!|

  106. Amazing blog! Is your theme custom made or did you download it from somewhere? A design like yours with a few simple tweeks would really make my blog stand out. Please let me know where you got your design. Kudos|

  107. Hello, i believe that i saw you visited my website thus i came to return the favor?.I’m attempting to find things to enhance my website!I guess its good enough to use a few of your ideas!!|

  108. This is the perfect website for anybody who hopes to find out about this topic. You understand a whole lot its almost tough to argue with you (not that I really will need to…HaHa). You certainly put a fresh spin on a subject that’s been written about for ages. Wonderful stuff, just great!|

  109. Please let me know if you’re looking for a article author for your blog. You have some really good posts and I believe I would be a good asset. If you ever want to take some of the load off, I’d love to write some articles for your blog in exchange for a link back to mine. Please shoot me an email if interested. Many thanks!|

  110. Today, I went to the beachfront with my children. I found a sea shell and gave it to my 4 year old daughter and said “You can hear the ocean if you put this to your ear.” She put the shell to her ear and screamed. There was a hermit crab inside and it pinched her ear. She never wants to go back! LoL I know this is totally off topic but I had to tell someone!|

  111. Aw, this was an extremely nice post. Finding the time and actual effort to generate a really good article… but what can I say… I hesitate a lot and never seem to get nearly anything done.|

  112. I simply had to say thanks once more. I do not know what I could possibly have used without those techniques shown by you directly on that field. It previously was an absolute intimidating matter in my view, but being able to view a professional approach you handled that forced me to jump with happiness. I’m just thankful for your guidance and even hope that you recognize what a powerful job you’re getting into teaching the others by way of your websites. I’m certain you’ve never met any of us.

  113. Have you ever thought about publishing an e-book or guest authoring on other sites? I have a blog based upon on the same subjects you discuss and would love to have you share some stories/information. I know my visitors would appreciate your work. If you are even remotely interested, feel free to send me an e mail.|

  114. Nice post. I be taught something more challenging on completely different blogs everyday. It will at all times be stimulating to learn content from different writers and practice a bit of one thing from their store. I’d favor to make use of some with the content material on my blog whether you don’t mind. Natually I’ll provide you with a hyperlink in your web blog. Thanks for sharing.

  115. You could definitely see your skills within the work you write. The world hopes for even more passionate writers like you who aren’t afraid to mention how they believe. At all times go after your heart.

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