Tag: Boston Web Design

Great customer service improves bottom lineDecember 2nd, 2013

Great customer service is something you never forget. Recently my wife and I tried a sauce, Hissho Japanese BBQ Sauce. It was delicious so we wanted to buy more when the bottle ran out. Unfortunately we could not remember where we got it. So my wife sent an email to the company and asked them where she could buy their product in our area. Well, first off the company marketing person wrote back immediately. A very good sign, that this company cares about customer service. They told my wife where can buy the product, and mailed us two bottles and a T-shirt. (All of this was free of charge) We were so impressed that not only will we continue to support this company, we will tell everyone the story. Their great customer service gained a customer for life, and perhaps more due to our recommendations. (and my blog post :))

I always tell my clients, you may not be the biggest, you may not even be the best, but you can always give the best service. That is a lesson I learned a long time ago in this business. Answer emails right away. Don’t make people wonder whether you’re going to help them, let them know, and reassure that you are there and willing to help. For my business this what separates me from my competition. I answer all emails the same day, and if possible complete support requests the same day as well.

People appreciate great customer service.  They are quick to refer you to friends and associates. No matter what you do for a living, this is something within your control. You can beat larger competitors by providing better service. I would pay more to do business with a smaller company that provides better service rather than a big faceless corporation with outsourced customer service.

 

 

Live your taglineNovember 8th, 2013

In advertising you have taglines, slogans and mission statements. But unless you live those things, they are just words, hollow bullsh*t.

For example my tagline is “World class websites, Best in class support”. I feel that we are building high quality websites and we offer the best support in the industry. So yes, I am living my tagline (as all companies should strive to do).

In terms of support, we are certainly unrivaled in the small business website management world. If possible I close support requests on the same day. And I ALWAYS respond quickly. This kind of service is quite rare, and with most providers it can be as much is two weeks to get a simple thing done. Unacceptable.

But words are just that, here is an example:
I unexpectedly had to go to a funeral in Manhattan on Monday. Now most people would just blow off the day and not even look at email or worry about clients. Now I have priorities just like you and certainly family is first. But here is how I handled the situation: I put on my out of office reply and instructed my clients to open a support ticket which I would answer as soon as possible. Well, sure enough I returned home and found five support tickets waiting for me. Now I certainly could put them off until the next day, but instead I worked ’till midnight and got everything done. My clients would’ve certainly understood if I took a day or two or even more to get their requests done. But for me, as I said it is about living my tagline. You can’t just say you offer industry best support, you have to actually do the job. And this is something you have to prove everyday.

If your current provider does not giving this type of service, then please contact me.