I’ve noticed in Internet Marketing that many professional Internet Marketers are awful at customer service. Some even remove people from their list and ban there IP address from their website so they can’t ever visit again. If they did this with a restaurant they would lose everyone else to after the big “scene”. Not professional at all.
I think Internet Marketing is at the end of it’s infancy. In a few years not having good customer service will be paramount to not being in business. Banning people for simply wanting some customer service on a product they bought just isn’t going to fly in the future.
This blog post below is from a study that shows that customer service time has a high correlation to customer satisfaction. Talking to real people does help.
The takeaway from all this is that important customer relationships need to include listening to the customer. This may mean face time for big customers, perhaps phone time or even web chat for smaller ones. And these contacts can’t be one-way sales pitches - the customer needs to believe his concerns are being heard.
Neuromarketing » Customer Satisfaction: Time is Precious.
I just landed a big webmastering client yesterday. It took a month of follow up. For a big client regular follow up is essential. If they are so busy they can’t take the time to send you an email then they need your help a lot. After a few phone calls and emails and not really moving forward I set up a physical meeting. I had to drive 90 minutes one way to get to it but I wanted the client. It was well worth it.
This type of follow up is great for the right type of client. You need to determine that in the beginning. I’ve had other potential clients were any more follow up over three calls is not worth my time. Create or update your business plan for the type of clients you want. I want little clients all the way to big clients. I’ve been creating websites since 1995 and I’ve learned that little clients turn into big clients and some big clients go out of business. Having a diverse group is best. Also, it’s fun to see clients grow and add features to their website. When they add a support ticket system or team Intranet site that says a lot about their business. It says they are successful and I was a part of that.
After the great meeting I went to have a massage. I had one the day before but this one was unique. It was a birthday present from a client Jessie Dingler. She does a European Lymphatic massage. Wow, I zoned out quickly and throughly enjoyed an hour of bliss. Jessie knows how to give a great massage. After a 15 minute recovery to get back into my body I was off back home and to support my Nan who had a preview call for her upcoming teleseminar The Spirit of Money.
A good day.
I’ve blogged before how I find most businesses on the Internet have horrible customer service or none. I had one person when I asked that I haven’t gotten a response in two weeks via email and they have no published phone number when I met him he just said “I’m busy”. Have your heard of an assistant? Do you think I’m going to buy anything you come out with again? Or go to one of your seminars? Are you kidding me?
Seth the marketing guru. I love his books had this to say about responding to a critical letter. So true.
The only productive response to a critical letter or piece of a feedback from a customer is, “You’re right…â€
You’re right, I can see that you are annoyed.
You’re right, that is frustrating.
You’re right, with the expectations you had, it’s totally understandable to feel the way you do.
You’re right, and we’re really sorry that you feel that way.
Every one of these statements is true, each one is something you are willing to put into writing. It validates the writer, thanks them for sharing the frustration and gives you a foundation for an actual dialogue.
Seth’s Blog: You’re right!
I’m reading my favorite business blogs this morning. I’m read this article about doctors and patients and the advice that doctors should listen to their patient (client) to help diagnose issues. I’ve listened to my clients and over the years I’ve added additional services to help them. I’m still changing and adding and always listening.
When you listen to your customers story you can provide them with what they truly need and want. Richard Branson travels with a small notebook (I love moleskines) and writes down any complaints and suggestions. I do the same. My book Prosperity Games explains how to use notebooks and keeping your Idea Bank organized.
I can’t imagine the percent for solving a customers needs, of delivering a product or service that best fits THEIR needs, is much different than with those of patient diagnoses. Its the same dynamic with customers: Listen carefully. They will tell you what they need. You just have to pay attention.
businesslife: Listen to your customers story
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