Do you know what the one thing is that will make or break your company? Customer Service. It is often spoken about but easily put on the back burner. After all, a company needs to have their product or service as the most important thing, right? While this is initially true, focus on good customer service will in turn make what your company produces even better. Here’s what I mean.
When you hope to have someone pay for your company’s goods, there needs to be an underlying trust between you and the customer. They are taking a chance that you will hold up your word and provide the incredible product that you said you would. The best way to do this is with great customer service- going above and beyond to show that you are trustworthy right off the back, even before they pay you. Here are a few ways to do this. Give them a customer demo. Demos are an awesome way to show off your good and making it particularly for the potential customer is not only impressive, it shows that you put effort into the relationship even prior to them paying. You can do this by changing logos, text, content, etc. Another easy way is to be a quick responder and professional collaborator over email. Uncertainty is the root of all evil, so when someone emails you a critical questions, don’t leave them hanging for long and respond promptly. If the question can’t be easily answered, let them know that you are working on this.
Getting a customer to pay once could be completely luck. Having them come back again and again takes skill and effort. Make this easy by keeping up the great customer service and checking in often, letting them know you appreciate their business and feedback on your product. Don’t just say you appreciate this feedback, either. Making changes (that are beneficial to the product) they suggest shows that you listened and care. This will also help you make a better product by providing value that customers actually want.
You may have heard it before, how some of the best companies of all time are customer service companies first, and product companies second. Think REI or Zappos. Both have gone the extra mile to make sure that each customer is happy, no matter what it takes. Both, and many like them, have reaped the benefits of this effort and I know that if you do this as well, you will make your organization even better.