Whether things are going well or not, it’s important to always take care to support your customers.
If you are a business owner, you know how hard it is to stay on top of everything. At first, it’s critical to support your investors, employees, and vendors.
But once you have customers, it’s really important to focus on providing them with exceptional service.
When things are going well, it’s important to keep customers entertained and focused on the quality products and services you provide. There are several ways to accomplish this:
- Send them periodic emails. Don’t litter their inboxes with junk. This can be in the form of special holiday offers or a simple monthly newsletter that provides valuable, interesting content.
- From time to time, offer free webinars, podcasts, or online training courses. These videos should give customers an opportunity to acquire additional information about your product. It may even give content about your industry in general.
- Offer live chat on your website so that if they ever have any concerns they can contact you immediately. Live chat is much better than making them email you are pick up their phone to call you.
When things aren’t going well, it’s important for your customers to know that they can count on you to fix the issues. For example, Samsung had 35 of its Note 7 phones burn up (some used the word “explode”) out of 2.5 million phones. They have spent (and will continue to spend) millions of dollars to remedy the problem. They are recalling the phones and are providing their customers with a new phone or giving them back their money.
I remember reading somewhere how the owner of Church’s chicken would almost jump up for joy when one of his employees screwed up an order. He would then bend over backward to make sure they were satisfied. Then he would astonish his customers with additional products and coupons. There was never any doubt that anyone that went once to his restaurant would come back again. Even if they initially received bad food or poor service.
It shouldn’t matter how much it costs to fix any issue we have caused because eventually we will make it back on customer loyalty. Besides, if there is an issue – especially one we caused – it’s our responsibility to support them by fixing it anyway!