Customer Service = Falling in Love (with your business)

If everything is equal online, customer service will set you apart from and above your competitors. All you have to do is stop and think about the companies you love doing business with.

Your satisfaction ultimately depends not only on the quality of their product or service and their processes, but also on their service levels. And when they exceed expectations, you remember, talk them up, and don’t hesitate to do business with them again.

When customers are made to feel special and that their business is of value, they will fall in love with your business: that extra personal touch, an unexpected email, or a freebie in their package.

Above and beyond.

Everyday Generic Customer Service Won’t Cut It

So, what exactly is generic customer service? Basically doing the bare minimum.

Answering inquiries when you get around to it.
Your shipping, returns, and TOS policies are not documented on your website.
Not paying attention to the details in your website content and business processes.
Your website does not include the info and tools to make doing business with you easier than your competitors.
Templated email responses that do not address the customer’s specific requests.
Putting everything technology allows on autopilot.
Communications that do not reflect professionalism and credibility.

By operating in the above manner, you are nothing special. You are just one of many and unremarkable. There’s nothing to brag about.

To be viewed as exceptional, you need to find a way to stand out from the crowd. One sure way to stand out is by providing unmatched Customer Service.

Surprise and Delight with Customer Service

How do you surprise and delight your customers? Not by being the cheapest. By being prompt, professional, and personable — going above and beyond. Cater to your target market, knowing what they want and giving it to them X10—over, over-deliver.

You do yourself a disservice by diluting your efforts, catering to the masses, and compromising your standards to meet the lowest common denominator. Customers who do not value honesty, integrity, and excellent customer service over lower prices are those who will most likely not be profitable anyway.
Judith

How to make customers fall in love with your business?

You answer emails within an hour, in detail, with unexpected personalization, courtesy, and enthusiasm.
Your terms, conditions, FAQs, and policy information are prominently displayed on your site and available for interested parties to view — in detail.
If you are selling tangible items, they are in stock, and you ship them that day, whenever possible.
You include a complimentary gift with each order, packaged with care.
You say what you’ll do and do what you say — without fail.
Every order includes a handwritten “Thank you” note.
If you make mistakes, apologize, make things right, and never make excuses.
You communicate in such a manner that your customers trust in your experience and knowledge. And desire to have them as a customer.

Outstanding Customer Service Encourages Loyalty

Deliver above and way beyond what customers expect at every touchpoint.
If you are emailed about an order or receive a new inquiry, you take the time to address every detail, question, and concern.
By thanking them throughout the process, you ensure your customers know they are valued and appreciated.
You take the extra steps and try to be the company they want to do business with again.

Do all of the above, and your customers will be downright giddy. They will talk about how much they love doing business with you to anyone who will listen.

Online, customer service levels are often inadequate, slow, or nonexistent. Or, when you do receive a response, it is often a template that fails to address your specific questions or concerns. If I had a dollar for every time that happened to me.

Prompt, Professional, and Personable

Not everything should be put on autopilot. Just because you can automate doesn’t mean you always do.

By doing so, you risk missing that elusive opportunity to connect with and impress current or potential customers personally. Instead, plan your customer service journey — in writing so you can visualize the process step by step, so you don’t skip a beat.

Strive to deliver unparalleled customer service at every level. Do whatever it takes.

Doing so will be to your advantage, and you’ll stick out like a sore thumb (in a good way) and reap the rewards. That’s called more business.

Now, how can you make your customers fall in love with your business?

At your service,