I’m still pissed off.
Let me back up.
I love business systems that make my life easier.
A few weeks ago, I signed up for a new app that promised to take away my worries and make me money.
As soon as I signed up, I got a call from their customer service rep asking if I got it installed okay and if I had any questions.
I spent the next two weeks of my free trial period blown away by their product and customer service.
Then I gave them money.
I had one set-up question. Four emails and two phone calls later, the only thing I reached was pissed.
So your service is flawless…until you get my money?
Not on my watch, pal.
I canceled my service and went back to the old app. When they asked why, I told them the truth:
We all have a crappy customer service story. And, when you think about that company, all you can remember is how they made you mad.
Maya Angelo summed it up best, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Think about how you make your customers feel every time you interact with them. When you:
- Connect with them on Facebook. Do you just ‘Like’ their comments or do you take time to give them a real “Thank you”?
- Write blog posts for them. Are you eager to get comments, but forget to respond and offer additional help?
- Send them emails. Is it all about the call to action or do you take time to write a genuine email that meets their needs?
- Finish working with them. Do you offer to help or follow up just to see how it’s going – even if there’s no money in it?
Don’t be known as someone that does a great job – until you get their money. Be known as someone that goes out of your way to make clients feel valued.
Recall a too-good-to-be-true customer service experience you’ve had. Share it in the comments below to create a treasure trove of outstanding ideas so we can all improve our customer service. You just might see one that makes your customers feel like a million bucks.