 |
 |
 |
 |
||
Section:: Miscellaneous Articles < Archives > |
||
...previous Let me be the first to say that I've been guilty of the same mistake. After about the 1100th email I received with only one line - "tell me how to make a web page" - I was sorely tempted to respond with an equally frustrating generality such as, "use html" or ignore the message altogether. It doesn't do any good, however, to fail to respond to messages and sending back a surly reply is like receiving an invitation to appear on the Jerry Springer show - nothing good can come of it. Most of you are familiar with Jim Daniels of BizWeb 2000. He's one of the more famous, widely published, Internet marketing gurus around, so it's safe to assume that his email "In" box is stuffed. When I was first starting out, I wrote him an email. I wasn't really expecting an answer since I was accustomed to that being the case from other online businesses, but I soon received a very friendly, helpful reply. I imagine his success is due, in a large part, to making people feel that their questions and concerns matter. That's how you develop loyal customers. As your business grows, you'll soon find that answering email can become a full-time job if you aren't careful. You can use autoresponders, a well-written FAQ page, and email "stationery" to help cut down on time spent answering the same questions over and over. One caution, though: don't go overboard. You don't want to be perceived as cold and impersonal. Judicious use of automation will ease your workload, but there are still many things that are best done the "hard" way. Believe In The Power Of Extras Another way to deliver superior customer service is through "extras". Bonus gifts with purchases and similar rewards are an example of extras, but I'm thinking more along the lines of what you could do to set you apart from the competition and make your customers feel like special, valuable, INDIVIDUALS. One of my very good friends employs Americans in Scotland. She offers escorted, personalized tours of Scotland. I consider her the consummate customer service specialist. Many of her clients are clients because of *her* as much as because of the great service she offers. Her "extra" is personalized service. She's made screensavers for her clients from their trip photos, given them personalized gifts, and more, and it's paid off - she's been given rave reviews from her clients who don't hesitate to refer their friends. Can you deliver personalized service to thousands of customers? Maybe not, but there are things you can do to enhance your customers' experience with your company and show them they are extremely valuable to you. These are just a few general principles regarding customer service. The great thing about these ideas (and many others relating to delivering top-notch customer service) is they won't cost you a wheelbarrow full of cash to implement; in fact, all they'll cost you is a little time and effort. Take a long, hard look at your current level of service or, better yet, ask your customers what they think of your service. If it's not where it should be, you're probably losing sales as a result. It's time to gain the advantage on your competition by delivering superior service! About the Author Jennifer Johnson owns jBanner.com. She specializes in providing high-quality banner design at a price small and home-based business owners can afford. All articles published on EthanCote.com are copyrighted by their respective author. They are not to be taken without the consent of the author. |
||
| Copyright © 2000-2003 EthanCote Web Design Ink. All Rights Reserved. | ||
| Home | About Me | Services | Clients' Case Studies | Reasons | Horoscopes | Free Wallpapers | Online Games | Contact Me | ||
