If you’ve known me for any length in time, you know that I preach the value of outstanding customer service. It is by far the key to having a successful business. Let’s face it, the customers are the heart and soul of your business. Without them, you simply would have a hobby and no business. Loyal and devoted customers makes being a business owner the best thing in the world.
Recently, I contacted Aweber regarding a campaign that I wanted to create. I asked them for help and advice on the best way to handle my campaign. After speaking with Jessica on the phone, she sent me an email with some questions to answer. I answered the questions and my inquiry was promptly routed to Mark, who then wow’ed me by his exceptional customer service.
Not only did Mark answer my questions (and there were many), but he also conducted himself in a friendly yet professional manner. It was obvious that his priority was to make me, the customer, happy. And that he did!
So what can you do to build and grow the love of your customers? Here are a few ideas:
Recognize & Reward Them: Understanding your customer is important in building a relationship with them. Periodically, send them something to let them know that you appreciate them. Everyone enjoys getting something, so share a free download of useful information. This can be in the form of a short special report, a checklist, a video, or an unexpected coupon.
Provide Superior Customer Service: Over deliver when it comes to customer service. Provide them with an exceptional customer service experience and make sure the experience is consistent. Each time you interact with a customer – whether it is on a social networking site, via telephone or email or face to face – make sure they know how much you appreciate them.
This can be done by creating systems that supports and ensures a great experience. A pre-drafted autoresponder can ensure each customer email is acknowledged in a timely manner. Create a FAQ page to help customers easily find answers to their questions. When talking to them on the phone, make sure to smile. By doing so, the tone of your voice changes to friendly and welcoming.
Insist on Quality: Make sure everything you do is done to the best of your ability. Always put forth quality information, products and services. Quality matters. It not only helps you earn your customer’s love; it also helps build credibility and authority in your industry. People will share the good news about you and your business.
Create high expectations for yourself and your business, then rise up to the challenge to meet those expectation by providing an exceptional customer service experience. Treat your customers with friendly, honest respect and you will be well on your way to building a loyal and loving customer list.
What are some other ways to build an outstanding customer service experience? I’d love to hear from you, so please comment below.
Until next time, always remember that you were created by excellence for excellence! I believe in YOU!
Be Blessed,
P.S. Would you do me a favor? I love to give credit where credit is due, and the folks over at Aweber has offered some outstanding customer service. Could I ask you to send out the following Tweet? “I heard that Mark & Jessica @Aweber are rockstars when it comes to customer service per @KelliClaypool” and then give the link to this post. I sure would appreciate it! 
As the CEO of the Small Business and Learning Institute, Kelli Claypool works with business owners to maximize their efficiency through systems and processes in order to increase their bottom line, allow them to work fewer hours, and live their ultimate lifestyle. She is also the Host of the wildly popular DivaTalkRadio show, which features victorious women who are leaders in their respective fields. Kelli surrounds herself with friends and colleagues who have the desire to succeed in all areas of life; financially, spiritually, and physically. “There is nothing standing in your way to prosperity and abundance, but you!” says Kelli. You can connect with Kelli at the Small Business and Learning Institute or at Diva Talk Radio
What a great article. Those guys have been great to me too, and sent a postcard to me once just to say that my sense of humor made their day. In this day when we think everyone hates phone calls, I sometimes still call a new customer to thank them for buying the product they got and see if they have any questions. Sometimes you’d think they just got a call from a Rock Star. The telephone is by far the most undervalued social media tool of the day!
Love that you still use the phone with your customers. We’ve become so focused on online communications that sometimes we forget that the phone can add that special touch in the relationship with your customers. Good for you, Gina. I’m sure you are a Rock Star in the eyes of your customers!
Great article, Kelly. Excellent customer service is so important. Serving your customers as with the utmost respect makes a huge difference. Thanks!
Yes it does make a difference, Lisa. Bad customer service will leave a bad impression for years to come and in some instances, the customer won’t even remember why they think so negatively about the company. Always best to go the extra step for the customer.
Thank you so much for your comment. Really appreciate it!
Kelli
It’s what I try so hard to give. It’s killing me though wow !! I can’t stand it not to be my best so that’s what I give!
Great post Kelli. Relationships are so important these days. Money is tight and competition is therefore even tighter. If you want to retain customers, you have to go the extra mile to retain them.