Customer service and the Virtual age, words that can make or break your business! In these days of faceless web sites, and unanswered emails, taking a minute out of our busy schedule and learning from the tried and true Mom and Pop Customer service business approach is nothing short of offering excellence to your clients!
Customer service is a subject close to my heart. I analyze and review every encounter that I face, be it trying to get a word in edgewise with the Hydro Company or how personable the pizza delivery person was. In our days, where the Gods of faster and cheaper reign supreme, daring to be different and abiding by the golden rules of excellent customer service almost seems to be a flaw.
So then, if receiving a mediocre customer service has almost become the norm, should I in return offer the same only because my business is virtual? What happened to the days when your customer was not another faceless number, but a real human being to whom you owed respect and integrity?
The way I look at customer service, offering the best to your customers is not a choice, but an obligation as a business owner.
Working virtually has permitted individuals to become complacent and forget the important details that creates a reputation and establishes a business. Time zones are now blurred, prices are slashed, and the quality and attention that comes with a personal customer experience suffers. Take the Mom and Pop approach, they knew their client not only by name, but they knew the names of the children, and darn even the dog's name! So, then what is wrong in wanting to offer your customer an experience that stands out from the rest?
What do you want them to remember you by? That you did not answer the phone because it was past 5 pm, or, that you went that extra mile when they really needed you? Simple things like being truthful in backing what your offer, and diligence in your work, will not only show your customers that you really appreciate their business but also that you care and that you respect them.
Your clients are your partners; they contacted you because they believe in you and the virtual customer services that you offer. They want to feel special and rightfully so. Give them the same customer service that you would expect, and then go beyond. Your excellent customer service will not only create long-standing customers, but will also become one of the pillars of your successful business.
