You can be absolutely phenomenal with customer service when you're in the moment with a customer, which is probably why they chose to do business with you in the first place.
However, if you can be hard to catch on the phone or don't return phone calls promptly, all of that goodwill that you've worked so hard to build with your customers goes right out the window.
However, if you can be hard to catch on the phone or don't return phone calls promptly, all of that goodwill that you've worked so hard to build with your customers goes right out the window.
Not Everyone Makes Customer Service a Priority
In my industry, I see it all the time. There are so many small agencies, freelancers, and web hosting companies that are so good at what they do, but aren't built and managed by people who have any experience in customer service. They don't seem to grasp how critical it is to be available and responsive to customers.
Now, I'm going to sound like I'm talking out of both sides of my mouth when I say this next thing; while I make it a priority to be available and responsive to my customers, this philosophy only applies to our normal business hours. I make it my policy to NOT reply or respond to customers outside of business hours unless it's an absolute emergency. That's because I want to set the expectation that we are ready and willing to serve our clients while we're open, but after business hours is our time to spend with our families. Balance is absolutely key, and you'll run yourself ragged if you're at your customer's beck and call 24/7.
In short, your customers want to feel valued and appreciated. If your customer has to call you a few times to track you down (or phone calls go unanswered completely), you can be pretty sure that the customer does not feel very good about your partnership.
Good Customer Service Will Give You a Competitive Edge
One of the most powerful ways to give your business a competitive edge and earn loyal customers is simply a fast response time.
We're seeing a number of brands catch on to this concept and find ways to embrace it in their own business models. For instance, understanding that customers don't want to wait on hold for an answer, some businesses are introducing an instant chat window on their websites to address customer needs in real-time.
Social media is another channel that businesses are using to deliver customer service promptly. If you really want to excel at offering social care, create a dedicated social media account specifically for addressing customer questions and concerns. Nike is a great example of a company that has created a separate Twitter account to respond to customer issues and inquiries (@NikeSupport). If you check this account out on Twitter, you'll see that Nike is very quick to respond (often within minutes).
The Phone is Still the Preferred Means of Support Contact
While live online chats and social media are becoming important players in the customer service arena, phone calls still continue to be the primary method for consumers to seek support. This is because customers find phone conversations to be more engaging, personal, and often times a faster source to get the information that they need.
Of course, when you're busy running a small business, there are going to be times when you're not able to pick up the phone. So how quickly do your customers expect you to respond? A good rule of thumb is within 24 hours. If you wait any longer than that, you run the risk of losing that customer entirely.
Customers Still Want to Be Kept in the Loop, Whether You Have an Answer or Not
Sometimes business owners avoid picking up the phone or returning phone calls promptly because they don't yet have an answer to the customer's question or a resolution for an issue. While it can be hard to tell the customer "I don't know," you can bet your bottom dollar that they would much more prefer hearing an update from you rather than keeping them in the dark entirely.
To piggy back on this point, if you are in the middle of resolving an issue for a customer, you don't need to wait until the customer calls you for a status update. In fact, you'll win customers over simply by calling them to let them know where you are in the process of addressing their issues, even if you don't yet have an answer. By picking up the phone to call the customer and provide an update, you'll demonstrate that you are indeed working hard on the issue and that you value your relationship with the customer.
Simply Picking Up the Phone Will Yield You More Money
Another reason why it should be worth it to your business to answer the phone and return calls promptly is that can actually yield you more money. It should come as no surprise that customers are willing to pay more for products and services from brands that deliver superior customer service. A recent survey backs this point up with 86 percent of respondents saying that they would be willing to pay more for a better customer service experience.
Think about it from your viewpoint as a consumer. If you were contemplating making a purchase from two different businesses that virtually offered the same product or service, you would probably be willing to pay a little more if it meant that you would be purchasing from a business that would promptly address your needs. Even the most budget conscious consumers would agree.
So, in summary, if you really want to give your business a competitive edge and stand apart from the pack, simply pick up your phone and return phone calls. This good old-fashioned business practice will yield you more sales and loyal customers.
In my industry, I see it all the time. There are so many small agencies, freelancers, and web hosting companies that are so good at what they do, but aren't built and managed by people who have any experience in customer service. They don't seem to grasp how critical it is to be available and responsive to customers.
Now, I'm going to sound like I'm talking out of both sides of my mouth when I say this next thing; while I make it a priority to be available and responsive to my customers, this philosophy only applies to our normal business hours. I make it my policy to NOT reply or respond to customers outside of business hours unless it's an absolute emergency. That's because I want to set the expectation that we are ready and willing to serve our clients while we're open, but after business hours is our time to spend with our families. Balance is absolutely key, and you'll run yourself ragged if you're at your customer's beck and call 24/7.
In short, your customers want to feel valued and appreciated. If your customer has to call you a few times to track you down (or phone calls go unanswered completely), you can be pretty sure that the customer does not feel very good about your partnership.
Good Customer Service Will Give You a Competitive Edge
One of the most powerful ways to give your business a competitive edge and earn loyal customers is simply a fast response time.
We're seeing a number of brands catch on to this concept and find ways to embrace it in their own business models. For instance, understanding that customers don't want to wait on hold for an answer, some businesses are introducing an instant chat window on their websites to address customer needs in real-time.
Social media is another channel that businesses are using to deliver customer service promptly. If you really want to excel at offering social care, create a dedicated social media account specifically for addressing customer questions and concerns. Nike is a great example of a company that has created a separate Twitter account to respond to customer issues and inquiries (@NikeSupport). If you check this account out on Twitter, you'll see that Nike is very quick to respond (often within minutes).
The Phone is Still the Preferred Means of Support Contact
While live online chats and social media are becoming important players in the customer service arena, phone calls still continue to be the primary method for consumers to seek support. This is because customers find phone conversations to be more engaging, personal, and often times a faster source to get the information that they need.
Of course, when you're busy running a small business, there are going to be times when you're not able to pick up the phone. So how quickly do your customers expect you to respond? A good rule of thumb is within 24 hours. If you wait any longer than that, you run the risk of losing that customer entirely.
Customers Still Want to Be Kept in the Loop, Whether You Have an Answer or Not
Sometimes business owners avoid picking up the phone or returning phone calls promptly because they don't yet have an answer to the customer's question or a resolution for an issue. While it can be hard to tell the customer "I don't know," you can bet your bottom dollar that they would much more prefer hearing an update from you rather than keeping them in the dark entirely.
To piggy back on this point, if you are in the middle of resolving an issue for a customer, you don't need to wait until the customer calls you for a status update. In fact, you'll win customers over simply by calling them to let them know where you are in the process of addressing their issues, even if you don't yet have an answer. By picking up the phone to call the customer and provide an update, you'll demonstrate that you are indeed working hard on the issue and that you value your relationship with the customer.
Simply Picking Up the Phone Will Yield You More Money
Another reason why it should be worth it to your business to answer the phone and return calls promptly is that can actually yield you more money. It should come as no surprise that customers are willing to pay more for products and services from brands that deliver superior customer service. A recent survey backs this point up with 86 percent of respondents saying that they would be willing to pay more for a better customer service experience.
Think about it from your viewpoint as a consumer. If you were contemplating making a purchase from two different businesses that virtually offered the same product or service, you would probably be willing to pay a little more if it meant that you would be purchasing from a business that would promptly address your needs. Even the most budget conscious consumers would agree.
So, in summary, if you really want to give your business a competitive edge and stand apart from the pack, simply pick up your phone and return phone calls. This good old-fashioned business practice will yield you more sales and loyal customers.