When your customers have a problem with their order, do you have a strict set of rules that dictate how you can solve their problem? Or do you go above and beyond to ensure that they get what they want, how they want it? Do you take the extra steps to ensure that they know you care and appreciate their business? If not, you could learn a lesson from Zappos on doing customer service right. 
Archive for the ‘Customer Service’ Category
Do your customers heart you?
When your customers have a problem with their order, do you have a strict set of rules that dictate how you can solve their problem? Or do you go above and beyond to ensure that they get what they want, how they want it? Do you take the extra steps to ensure that they know you care and appreciate their business? If not, you could learn a lesson from Zappos on doing customer service right. Are Expectations Online Working Their Way Into Brick and Mortar Businesses?
It would seem so. A recent initiative by GM dealers allows potential car buyers to compare and even test drive competing cars, much in the way that many web sites show detailed comparisons of their products vs. the products of their competitors. “In that side-by-side comparison, we come out really well,” said Mark LaNeve, head of North American sales and marketing for General Motors. As transparency becomes more common in today’s technology influenced world, giving your prospects all of the information they need to make an informed buying decision can mean the difference between your company being average or succeeding.
How to get a testimonial
When you’ve left a client really happy with your service, do you simply wait around hoping that they offer a testimonial or do you actively seek one? The latter should be the case, and there is an easy, pain free way to ensure that you get it. Rather than just asking your client to write a testimonial for you, write it for them. Actually, what you want to do is write three versions. The first will be a little over the top, another will not really say much for you, and the last one will be a reasonable and well written testimonial. Ninety-nine times out of a hundred, they will toss the one that’s over the top and the one that’s not really saying much, leaving you with the middle of the road, more reasonable...
How important are your employees?
Most businesses invest in marketing and advertising each month but overlook another vital investment that they are already making. That investment is their employees. I’ve said before that your employees can make or break your company, and recently I ran into a very poinient example of that fact. I was on the telephone with UPS trying to track down a shipment that had to be intercepted so that we could get it to a client sooner. I spoke to a woman at UPS about this and she took all the necessary steps to make it happen. After two hours had passed and I had not received a phone call saying where we could meet the driver to get the packages, I called UPS back. This time I spoke to a gentleman who seemed to be...
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