Why great Customer Service never gets old.
Long ago and far away, before the advent of voicemail, email, texting, IM, social media and RSS, there was a much simpler time. A time when people spoke to one another. The customer had a need, clearly communicated that need and the service person addressed it. Quickly, adeptly and correctly. If you are reading this and nodding your head in agreement, then you are likely a product of that simpler time. If you have no idea what I’m writing about, I feel sorry for you, because it was … wonderful.
Times change. Clients and agency partners do indeed speak less and less, which can create a challenge when it comes to customer service. According to Forrester, 72% of businesses say that improving the customer service is a top priority. If that didn’t stop you in your tracks, NewVoiceMedia reports that U.S. businesses annually lose an estimated $62 billion following bad customer experiences. Those are alarming numbers. More importantly, is anything being done to stop the bleeding?
Of course, world-class customer service can still be had without directly speaking to each other. Clear communication is the key and when that occurs, magic happens. Here are three easy ways to take your CS/CX game up a notch:
- Speak to your client in the manner they prefer. Depending upon the time of day (or night) it could be email, text, DM or even a good old fashioned phone call. Pay attention to how they respond and if positive, replicate the process next time.
- Attack even the smallest favor with the same vigor as a large task. Respond to requests in a timely fashion. We are all busy, but far better to be busy, than not at all.
- Develop a “servant’s mentality”. This doesn’t mean genuflecting at every request, but rather building a relationship with a mindset of giving back. Doing the little things goes a long way. Personal notes of congratulations, thanks or condolences shows your marketing partner you care. Give a bit of yourself and you’ll get back more than you ever have before.
Retaining great customers is rewarding in so many ways. At Roundhouse, we have several clients that have been with us for over 30 years. Another over 25 and some more over 10. They trust us and know that when they have a need, we’ll roll up our sleeves, get our hands dirty and deliver. You may hear a lot about “Customer Success” programs. These typically speak to meeting a perceived need and are tied to product satisfaction. On the other hand, Customer Service connects with an individual on a deeper level. It’s the personal touch that shares who you are and shows how much you care. So fill ‘er up, check the oil and wash those windows while you’re at it.