I have a few sites in the ‘internet marketing’ niche as you know. One is a year old in 2 weeks, Viralurl and we (Frank and I) do have a VA that works on the support desk but we are still logged in there all the time we are online and answer tickets very fast.
I mention that because it is not a small site, and we are both very busy, but we have taken a conscious decision that one of the things that will differ us from other sites is our customer service. Well now I am in the process of launching ViralNetworks! and am coming across the same situation. I also have a personal VA and she too will man the ViralNetworks! helpdesk once we launch, but I will also be about to handle all the questions she can’t in a very timely manor.
I get many positive feedbacks as a result of this and I am certain it leads people to feel more comfortable doing business with me and spreading the word of my site (The ever important Viral aspect).
Here is one that just came in then and inspired this post:
Colin,Thank you for your quick response. I was easily able to set up the
email add and send it. I have been in sales and sales management for many
years and have always insisted that getting back to customers be a number
one priority.I am hoping that using your service will be the start of much sucess
in my online efforts. There is much to learn , but if the response level
stays this high, I’m sure it won’t be long before the campagins are
working on all cylinders.Once again, I would like to thank you for your quick response. I
can’t wait to start recommending your software at every opportunity. Call
on me any time for a testimonial.Sincerely yours,Bruce ********
That’s not to toot my horn, but would Bruce, (in this instance, there are MANY others like this) say that he is very happy and can’t wait to recommend my service to everyone if I had taken 3 or more days to get back to him and address is concern… my guess is not.
* At What Point Does Your Business Get Simply Too Big To Maintain The Personal Touch?
I'm an avid fan of your blog, and the content is always top notch - great reading. I'm always impressed with the variety of content and the way you get all the important steps outlined for processes, but still manage to keep it short and simple - few people do that quite as well.
Mike Purvis
Andy Fletcher
Todd Gross
How Much Importance Do You Place On Customer Service In Your Business?
its a must first consider when you do a bussiness is a customer service. with a good customer service can increase relliabilty from our customer.
At What Point Does Your Business Get Simply Too Big To Maintain The Personal Touch?
at our big succes when we can’t handle ourself (am i answer is correct?)
I don’t think there is a right or wrong answer… Just different perspectives, business goals and opinions. I think in our industry its very important.
I believe if we just practiced courtesy we would get the Customer Service Part right… after all if you have regard for others and that shows through with a smile, a good disposition and looking people in the eye -or if online or on the phone showing you care and/or can relate as you address their questions and concerns -the odds turn to everyone’s favor and it is a win-win-win situation. The company or organization, the customer and the service rep all feel good at the end of the day -if you add in the simple, small kindness factors -I for one believe it pays off for all involved in the end!
Colin, I would also like to add that your responding to our questions and inviting us all in as a community is a personal quality that breaks down the barriers that a face to face meeting often take downs down in and of itself! We are here to learn to grow and support each other and it helps us all to appreciate you and our group here as a whole. Not only do we see growth -in our knowledge -but as a group and with insight and understanding as well!!
I think customer service is important in any business, online or offline, but I do know some people will put up with bad customer service for the right price.
If you’re just starting out, customer service should be of the highest priority.
IMO, it doesn’t matter the industry in which you operate, whether it is online or in the real world, customer service must be your #1 priority. Without it, don’t bother with trying to sell, for you’ll fail.
However, it matters not one jot if you claim to be committed to customer service if you simultaneously treat your employees any differently. It is usually your employees, not you, who are in the front line, leading the way in relationship building with the customers. Treat them poorly, and you’ll undoubtedly suffer as a business. Treat them well, and you will never, ever regret it, and the payback will be so very noticable in your growing bank balance!
Cheers, Mike
Well said Mike -great insight and I couldn’t agree more!
You’re most welcome, Karen.
You’re a very regular poster here…. if you actually see this can you help? I keep getting a system message, telling me “We don’t like spam comments here. Javascript is required to make a post.” or words like that. It happened the other day when I first came and again just now on another thread. Any thoughts? Cheers Mike
Mike,
Im not sure why that is, but I think it might have something to do with how your browser is setup, maybe it doesn’t accept javascript? If you use FireFox, then click on the ‘Preferences’ tab and then under ‘content’ make sure that ‘enable javascript’ & ‘enable java’ are both ticked. That might do the trick (If you then close and re open the site in a new browser window with updated settings.
I think I worked it out. It’s only when either my server, yours or the Net itself is running slow, because at other times, it is fine. Let’s see this time…..