Let’s talk about Customer Service!
Let’s talk about customer service!
As Q1 comes to a close, it’s important to reflect on the past few months and take stock of our successes and challenges. As business owners, we know that every chapter comes with its ups and downs, and it’s up to us to learn and grow from them. In this blog, I want to share my recent experience with a marketing company that fell short on customer service and deliverables and contrasts it with the amazing experience I had with a new Director of Operations who went above and beyond to exceed our expectations.
Let me start by sharing my frustration with the marketing company we hired to help with our re-brand and website launch. At the outset, they promised unlimited marketing tickets for a low monthly fee and gave us the impression that our website would be up and running in a month or two. But as we started working with them, we found that they routinely missed their own deadlines and it would take them 10-14 days to respond to a single ticket. We repeatedly voiced our concerns and even met with the company owner, but saw no improvement in their timelines or deliverables. Eventually, we had to cut our losses and find a new vendor to finish our website, which was already 90% done at that point. Even worse, the previous company continued to charge us even after we had canceled our account, and it took over a week to get a refund. As a small business, cash flow is critical, and this delay caused us a lot of stress. What made things even more disappointing was that the company owner never apologized or tried to make things right.
But on the other hand, I want to share a positive experience we had with our new Director of Operations, Shay Howard. From the moment we hired her, she has been a game changer for our business. In just a few weeks, she has helped us systemize our operations and move many internal projects forward that we had been struggling to finish. She has been a great support to both me and my wife, who co-own the business. And to top it all off, Shay went the extra mile by sending us a surprise gift of gourmet cookies, which she had learned were my wife’s favorite treat. This personalized touch was unexpected and truly exceeded our expectations.
Reflecting on these two experiences, I believe that customer service and meeting deliverables are the most important aspects of running a business. Without great customer service, clients won’t stick around for very long. And without meeting deliverables, we can’t expect to build trust and a positive reputation. So here are my five tips for delivering great customer service and meeting deliverables:
- Be honest and transparent: Don’t overpromise and underdeliver. Be upfront with clients about what you can and cannot do, and set realistic expectations. If something unexpected comes up, communicate with the client right away and offer solutions.
- Listen to your clients: Pay attention to what your clients are saying and take their feedback seriously. Address their concerns and make changes accordingly. Showing that you care about their opinions and are willing to make adjustments can go a long way in building a positive relationship.
- Be responsive: Respond to client inquiries and concerns in a timely manner. Even if you don’t have an immediate solution, acknowledge their message and let them know you’re working on it. Don’t leave them hanging.
- Deliver on time: Set clear timelines for deliverables and stick to them. If something comes up that will delay delivery, communicate with the client and renegotiate the timeline if necessary. Don’t leave them waiting and wondering when they’ll receive what they’re expecting.
- Go the extra mile: Surprise and delight your clients by going above and beyond what’s expected. This could be as simple as sending a personalized gift or note, or offering additional services that show their business is your priority.
So, I’d love to hear from you about your thoughts on the important aspects of running a business and how you ensure great customer service. And if you’ve had any experiences with subpar customer service, how did you handle it?
