"Your call is very important to us. We appreciate your patience. The average hold time right now is sixteen minutes". Sound familiar? Give me a break...
Getting back to your clients as quickly as possible is probably the most important thing you can do when it comes to customer service. It's amazing how much you can defuse a bad situation and turn it into a good one if you just take some time to make your client feel important.
You may be familiar with a saying that goes a little something like this: "It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." (Warren Buffet)
This could easily apply to every single one of us, even newbie entrepreneurs. Why? Because there's a real connection between customer service and the success of a brand. And whether you're just starting out or if you already have a well established business, it's always a good idea to put your clients needs above everything else.
Customer service is VERY important for a business
Ever sent an email and it took days or even weeks for the company to get back to you?
I hate it when that happens!
Now days, that's what people come to expect, it's almost if people are used to being put on hold, like it's the new norm.
I know one thing for sure, slacking on customer support is a sure way to sink a reputable business! Which is why Tom and I make it a point to get back to our support queries as fast as possible.
We do things differently here at Offline Sharks. Even if we don't have the perfect answer, we try our best to give you a reasonable response. Often times I find myself researching questions that come through our support desk just to help a Shark out— I learn a lot from you!
All of this in mind, I say to you, as an entrepreneur, you should always make it your goal offer the best customer support possible. It's not always easy, but here's what "putting the client first" can do for your business:
1. A 5 star customer service builds trust with your customers
Always give your clients a reason to stay loyal. If you treat your customers right, they're likely to come back and book your services again and again. Ignore your clients... and they won't think twice about running to your competition.
2. You can easily raise your brand's awareness if you put your clients first
Happy clients will most likely recommend you to others. Word of mouth is a VERY powerful marketing tool! Don't underestimate the importance of customer service if you're looking to build your brand's awareness.
3. People are more likely to pay more if they are offered a top notch service
One of the easiest ways to land a new client is to simply treat them with respect. Trust me, so many potential clients are fed up with the BS out there. Take customer service seriously and treat everyone well. I guarantee you they'll be willing to pay more to be offered a top notch experience.
A final word of advice: You can always offer great service. Anytime, anywhere. Whether your clients contact you by phone or via email, there's no good excuse to leave them hanging. When you're looking to build a reputable brand, putting your clients first should be a top priority.