About the Author & Providentia Marketing
This guest post about the importance of customer service is written by Jason Chagnon from Providentia Marketing. Providentia Marketing’s goal is to help more home care companies attract clients and caregivers using inbound marketing strategies. Enjoy his post below.
The Key to New and Returning Customers
Companies that go the extra mile to deliver great customer service are continually rewarded with new and returning customers. Just look at Trader Joe’s, Southwest Airlines, and Amazon. Delivering great customer service is the best way to create happy, satisfied customers, long-lasting relationships, and company cheerleaders.
Like all companies, we strive to always provide service that goes above and beyond for our clients. But we know that sometimes it’s hard to understand the exact steps to prevent, amend or improve a situation. Below is a quick list we’ve compiled of five ways that your customer service practices may be hurting your company and your bottom line.
5 Ways Your Customer Service Is Hurting Your Company
- Taking too long to respond. When someone is taking the time out of their day to reach out for help, the last thing they want is to be ignored. When a phone call or website inquiry comes in, there should always be someone ready to respond. Even if it is just a brief response, let them know you received their message and will follow up when you have a solution or next step for them to take.
- Not taking the high road. Saying sorry or acknowledging that you’ve made a mistake is not always easy, but it’s easier than explaining why you lost a client. Understand the client’s pain points, how the upsetting event happened, and the role(if any) you played in the process. Getting a comprehensive understanding of the situation will help you respond accordingly.
- Complicating processes. Improving customer service processes should always be a number one prerogative. Having a separate phone number, email or landing page to report issues to, and a dedicated team member to respond to these requests gives clients an easy way to begin the solution-finding process.
- Making promises you can’t keep. If you can’t guarantee a promise, don’t make it. It is better to apologize in the short run that commit to do(or not do) something for the long run. Making promises you can’t keep compromises the trustworthiness of your business and can end up hurting your reputation.
- Not following up. The customer service process isn’t over once a solution has been reached and a problem has been solved. Don’t forget to send a follow-up note or email within a week to thank your client for their patience and understanding. Your efforts to amend the issue will keep you top-of-mind.
More about Providentia
Is your customer service lacking? Are unsatisfied clients wreaking havoc on your online reputation? Are you having issues keeping clients satisfied? Contact one of Providentia Marketing’s dedicated home care marketing advisers to learn more about the topics covered in this article.