Customer service is more than just a courteous smile. The service you provide has an impact on whether or not visitors to your site or your shop become customers!
This past couple of weeks, I was on the receiving end of customer service. I was on a mission to find a suitable box for a project I’m working on. Sound simple enough? It wasn’t. I had a lot to consider.
Before I jumped into ordering 1,000 boxes, I wanted to see a sample. I needed to know (and feel) the weight of the cardboard and see how the box was made. Plus, the box had to be the right size to fit the contents I had for it.
Too many follow-ups
To order my boxes, I reached out to three custom box makers asking for quotes and samples.
To my delight, the quotes came quickly and soon after, follow-ups. First I received emails to ask if I had everything I needed. Great! I did from all three.
Then I received more emails to ask if I had questions. One vendor was bold enough to offer to place my order that was not yet ready.
Each time, I politely responded letting the vendor know I was working on it and would get back to them soon. After a second email, I responded that a decision would be coming soon.
However, soon wasn’t soon enough for one vendor who reverted to sending text messages and leaving voice mail. I could hear the irritation in his voice. However, these constant follow-ups were also starting to irritate me, the customer.
As much as I needed to get the right box for my project, I didn’t like being rushed.
Customer service is important, especially for small businesses. That’s why understanding what makes good customer service is key.
Here are a few things I learned that would have made my experience as a customer more positive.
Know your customer. Listen to understand how they’re feeling or what they need. If they tell you they’ll get back to you, give them time to do that.
Be polite. There’s no need to be short. Let the customer know you appreciate their business and stand by to help, if needed.
Ask how to keep in touch. When it comes to business, I’m not a phone person. I’d rather communicate through email where I have a record of what was decided and how much time has passed.
Don’t over follow-up. Unless there’s a looming deadline you’re about to miss, don’t over follow-up. Give it a week or more before you start to question the status.
Don’t rush your customer. Not everyone processes thoughts and details the same way. The constant follow-up made me feel like I was being pushed to make a decision I wasn’t ready to make. When you first discuss the project, ask your customer for a time to follow up.
Customer service creates perceptions about your brand, good or bad. When I sensed irritation from a supplier, I decided that this was a vendor I didn’t want to work with. The vendors I appreciated were the ones who gave me time before they followed up.
Good customer service is not just about being courteous. It also means understanding your customers’ needs and responding in a manner that’s appropriate to them.
I reached out to three vendors. It’s important to note, I didn’t make my decision based on price alone. The one I finally went with was the most helpful and the one that gave me time to make my decision. Not the cheapest!
Writing for you. 