I talk to all kinds of current and new Netrepreneurs every day. Yesterday, I was asked by a new client:
“There is so much information and so many ’solutions’ out there… What’s the one piece of advice you would give someone new to the online business world?”
My answer was that besides the obvious of knowing you have a desired product at a competitive price and a realistic budget to begin; find someone you can trust!
It’s that simple. If you have someone you can trust on your team to weed through all the information and those “solutions” that many times only have the provider’s interest at heart, you not only don’t waste time making mistakes, but you also save money by not spending it in areas that are not necessary.
We live in a world where trust is hard to find and attain. Investigate your potential partners to make sure they are trustworthy, ethical and reliable. You’ve heard the saying “consider the source.” Do just that!
If the source is new or lacks credibility; don’t pay attention. Experience and trust can only be gained after years of walking that walk — it isn’t instantaneous simply because you put up a Web site.
Learn just enough to know who has your best interests at heart and those who are just giving you a pitch. Your gut will tell you the difference. Talk to them on the phone to get a feel for their genuineness and personality. E-mail to see if you get a prompt and courteous response.
Every day, I see the “big name” companies and fly-by-nights alike take advantage of what their customers don’t know. Whose at fault here? Both sides.
The big name companies for relying on what their customers don’t know as part of their business model and the fly-by-nights only interested in getting into your pocketbook and then they’re done with you. And their customers, who like lemmings do not learn enough to know when they are being treated poorly or not getting what they thought they paid for.
Once you find partners you can trust; you then are freed up to work on running your business because your back is covered. That my friends is a pretty liberating feeling!
At your service,
Judith
Simple “Customer Service” won’t cut it. Answering inquiries when you get around to it, shipping at your convenience, not paying attention to details or communicating as though you didn’t make it out of the sixth grade, will put you in the same league as the majority. You need to be extreme and offer extreme customer service!
To stand out online you need to have
Extreme Customer Service and prove it!
Courtesy, honesty and integrity are key. Now, I’m not going to blow smoke and tell you that by being honest and having integrity that’s all that is required. It isn’t. I can tell you from experience there will always be those customers where honesty or integrity are of no interest in lieu of just doing what you are told simply because you are being paid or offering the lowest price (regardless of quality).
In any business one has to realize that you can’t be everything to everyone. So don’t try! That’s part of offering Extreme Customer Service! Catering to your target market, knowing what they want and giving it to them X10! Over deliver!
Don’t dilute your efforts by trying to cater to the masses. Realize that those who do not value honesty and great customer service in lieu of cheaper prices and/or lack of quality or professionalism are those customers who most likely will not be profitable customers anyway.
Extreme Customer Service means that you answer e-mails within an hour. You have your products in stock and you ship that day if possible. You say what you’ll do and you do what you’ll say — without fail!
If you are e-mailed about an order, you jump on it and clarify any issues or questions. You make sure your customers know they are valued and appreciated by thanking them and using the epitome of professionalism and courtesy in your communications.
You take the extra steps and make the extra efforts to be THE company they want to do business with again in the future.
Online, more times than not, customer service levels are inadequate, sludge slow or plain old non-existent. Use that to your advantage to stick out like a sore thumb!
At your service,
Judith
Do I take on every potential site owner that comes my way? Nope. Do I do what is necessary to keep every customer I have from going elsewhere when and if the time comes. Again, no I do not. Sometimes it is best that customer find a new consultant when the situation reflects that a synergy can no longer be maintained or even gained in the first place. Synergy has to do with respect.
The difference between a customer who you can form a synergy with and one that simply isn’t worth the time or effort to try and make profitable is based primarily on respect. Respect on both sides. I would never assume to tell a customer how to run their business off-line. However, I will guide and coach them in regard to online proper practices — that is what they hire me for.
That said, several times each week customers challenge me with something they found online that is cheaper and/or easier than what I advise is necessary to reach their stated goals. Their tone when I explain that the information is inaccurate, hype or plain old BS, is as though my life goal is to only make their life miserable and charge them too much in the process.
My fees are reasonable for my expertise and experience. And, sorry, I’m not going to feel bad or guilty if I prefer to run my business in the black. Why is it so many feel they can dictate the value of my services or what they are willing to pay?
Today, a customer who’ve I’ve offered nothing but expert advice and pronto, accurate service to for over a decade (which they openly admit) actually made me an “offer” for my services. Slightly insulting and, being this customer has been very little profit over all this time (never followed any of my advice because that would cost money), rather nervy. “How about we pay you….?” How about you find a new consultant?
To be a good customer, one has to respect the knowledge and expertise of their partners in order to foster a mutually respectful relationship. Good and honorable customers do not try and barter service fees as though that is acceptable nor do they insinuate that the service provider should lower their prices because they are on a budget (unrealistic or non-existent “budget”) or don’t want to pay the required fees.
Online, when it comes to those who can determine your level of success — you will get what you pay for. Be a good customer and learn just enough to appreciate that.
At your service,
Judith
