Do You Love Your Customers?

Customer ServiceAs the Internet becomes a more competitive place to do business, it’s imperative that you find ways to stand out from your competition.  If you consider that people prefer to do business from people they know, like and trust, we need to look at ways that we can invest in those areas in order to continually develop the relationships that we have with our clients.

Take the word ‘client’ for instance.  Do you think of the people who buy from you as ‘customers’ or ‘clients’?  Consider this: a ‘customer’ is someone who interacts via discreet purchases – just like shopping in a supermarket.  They have no loyalty to you – they just happened to have purchased at some point.  A ‘client’ on the other hand, is someone with whom you establish an on-going relationship which, as with any relationship, you look to nurture and cultivate it over time so that both you and your client benefit in the long-term.

Viewing your client relationships in this way goes a long way to enhancing the know/like/trust relationship that you have with them, but it’s all too easy to destroy everything that you’ve worked for by simply delivering a bad experience in a single area.  I’ve experienced this recently myself with more than one supplier who I’d previously have recommended very highly simply due to bad experiences with their customer support.

Think about it:  it’s really easy to keep your clients happy if they never have any cause to open a support ticket – even if your support system is lacking in some area.  However, the first time they need to open a ticket, if they have a negative experience their trust in you will be damaged in an instant.

So how do we, as Internet Marketers, address this?

That’s easy!  We simply need to consider our Support processes before our clients need to call on them. 

What I mean by this is:

  • Implement a support system that works
    • Tickets should be recorded and accessible by your clients (i.e. not just an email system!)
    • There should be an automated escalation process if tickets are outstanding for too long
  • Identify WHO in your organisation is responsible for handling new tickets – even if that’s you!
  • Empower your support team to do whatever it takes to keep your clients happy – a small investment at this stage could buy you a raving fan for life!
  • Keep your clients informed whilst working on their tickets so that they’re not wondering what’s happening
  • Make Support a key priority in your business

I’m currently re-assessing some of the suppliers that I do business with pure and simply because some of my current suppliers don’t know how to handle support.  I’d encourage you to put your clients first – after all, it’s them who are paying for all those Christmas presents that you’ll be handing out in a few days!

 

About The Author

John

John is a Senior Solutions Engineer for a U.S. IT company, specialising in Software Defined IT Infrastructure. He has an extensive background in IT and spends way too much time sitting at his PC's, making videos for himself and other Internet marketers and dreaming of spending more time boating. He's also passionate about Jesus.

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