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Customer Service = Falling in Love (with your business)

Online customer service can make or break you.

If everything is equal online — customer service is what will set you apart and above your competitors. Stop for a second and think about the companies you love doing business with. Your satisfaction boils down to not only their processes but their service levels.

When customers feel special, that their business is of value — that's when customers will fall in love with your business. That extra personal touch, an email they didn't expect, or a freebie in their package. Above and beyond.

Everyday Generic Customer Service Won't Cut It

So what exactly is generic customer service? Doing the bare minimum.

  • Answering inquiries when you get around to it.
  • Your shipping, returns, TOS policies are available in detail on your website.
  • Not paying attention to 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 customers specific requests.
  • Putting everything technology allows on auto-pilot.
  • Communications that do not reflect professionalism and credibility.

By operating in the above manner, you are nothing special. Nothing to brag about.

You need to stand out to be viewed as exceptional. You stand out 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. Cater to your target market, knowing what they want and then giving it to them X10. Over over-deliver.

You do yourself a disservice and dilute your efforts catering to the masses and racing to the bottom. Those who do not value honesty, integrity, and excellent customer service over lower prices are those customers who most likely will 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 courtesy and enthusiasm.
  • You have your terms, conditions, FAQs, and policy information front and center. Available on your site for interested parties to view at their convenience.
  • If you are selling tangibles, they are in stock, and you ship that day if possible.
  • You include an extra little freebie with each order that is packaged with care.
  • You say what you'll do, and you do what you say — without fail.
  • Every order includes a handwritten “Thank you” note.
  • If you make mistakes, you apologize; make things right, and do not 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.
  • You make sure your customers know they are valued and appreciated by thanking them throughout the process.
  • You take the extra steps and make the extra efforts to be THE company they want to do business with again in the future.

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, more times than not, customer service levels are inadequate, sludge slow, or plain old non-existent. Or, when you do get a response, the response is a template and doesn't even answer 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 auto-pillot. Just because you can automate doesn't mean you always do.

By doing so, you risk missing that elusive opportunity to connect and impress with current or potential customers personally. So instead, plan your customer service journey step-by-step, so you don't skip a beat.

Work towards offering unparalleled customer service at every level. Do whatever that 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.

How can you make your customers fall in love with you?

At your service,
WordPress Consultant Judith