Is your customer service on point?
I love this image by the way… More of a visual demonstration about how I feel when speaking to some companies…
Customer Service. Often a thankless task but a vital part of any service lead business. Also, any transactional business needs to apply a level of service that customers will talk about
HubSpot are a perfect example of this. They talk about delighting customers and doing what you can to make sure that clients become brand advocates.
This is demonstrated by the commonly shared stats that if you deliver a bad customer experience the disgruntled customer will tell 10 people but a good experience will be shared with only 3 people. This demonstrates just how important it is to deliver that A* service.
Lots of complaints tend to come from a lack of communication and understanding and others from slow responses. Naturally, it depends on the industry and route to market but you can eliminate many complaints through effective automated communication or by effectively using a CRM system.
One of the most concerning things is that in this modern world where it is so easy for ‘a keyboard warrior’ to hide behind a screen or where it’s so easy to leave a negative review, we need to work even harder to please clients.
I’ll leave you with a beautiful example of how not to treat customers whether or not you’re in the right.
A Lincolnshire restaurant manager was regularly getting less then satisfactory reviews on TrustPilot and decided that the best course of action was to respond to each review on the public facing platform defending the restaurant, staff, waiting time, and food quality. Needless to say, it didn’t come across as he hoped, and they got more bad press as a result.
