Part 1: The Value of Customer Service (Feb 8, 2013)

Customer Service is roughly defined as providing service to a customer, prior to, in process of, and following a purchase. Good Customer Service is closely tied to the Golden Rule, “Do unto others as you would have them do unto you.” As consumers we have all likely experienced both good and bad examples of Customer Service. As a website design company, Customer Service is an important piece of what we do. Over the course of the coming weeks, I would like to explore Customer Service, good, bad, and general thoughts on.

Today I would like to feature some general thoughts on, inspired by a current commercial that is getting a lot of air play and has seen some discussion on internet marketing sites as well. This particular commercial suggests that one store is better than another on the basis of price, you’ve probably seen it. As I view this commercial, being familiar with both stores, I think, “Yes, it may be 13% cheaper but I really don’t care for their Customer Service. On the other hand I really enjoy the Customer Service I receive at their competitor. I’m actually happy to pay 13% more for that.” I don’t think I’m alone, in this thought. I will admit that as consumers we all can be drawn by price alone, at least some of the time. We don’t always think about how making purchases on that basis alone may be adversely effecting the quality of the service we receive though.

What do you think? Is Customer Service important to you as a consumer? Are you willing to pay more for good Customer Service? Within your business do you feel Customer Service is important? Just a few things to consider for now. I look forward to exploring this topic with you further, until the next time.

Part 2: Introduce Yourself (Feb 15, 2013)

One of the ways you can provide good customer service is as simple as introducing yourself. A good website design can and should be a good  introduction as well. Your website should welcome your customer and provide information about who you are and how you can help them. Since on-line interaction can seem impersonal, if you are able to get a customers name and use it to respond to them either in communication with them via phone or email or as part of a purchase, the interaction becomes more personal. Using the name of each customer also keeps your focus on the customer. Creating a positive experience for your customer can in turn have a positive effect on your website marketing efforts.

Part 3: Set the Tone with Good Customer Service (March 1, 2013)

As part of an internet marketing and website design company, I quite often find myself observing and critiquing customer service experiences. I want to make note of what I see working well and what is not working so that I can learn from those experiences and take them forward for our organization as well as our customers.

Recently I experienced a good example of customer service, in a sandwich shop. My family and I stopped for some lunch at sandwich shop we had not visited before. We were greeted at the door by an employee and directed to the start of the ordering process. The employee quickly observed that we were not familiar with the process and very politely instructed us. She spoke in a tone of voice that was welcoming to other customers in the vicinity who felt at ease to ask their questions too. She did a very good job of being personable and instructive without slowing down the ordering process.

The remainder of our time at the sandwich shop was pleasant and the sandwiches were delicious but the tone was set when we walked in the door. Whether your door is physical like the sandwich shop or virtual like a website that first impression is important and good customer service is the key.

Part 4: A Simple Thank-You (March 8, 2013)

Thank you, a simple yet important two word phrase. In part 2 of this series I touched on how important a good introduction is and in part 3 I shared an example of such an experience. Today I would like to explore the lasting impact appreciation can have. Our company provides organizations in Loveland, Windsor, Greeley, and Fort Collins website design and SEO solutions. Communities along the Front Range are tightly knit, so much so that expressing appreciation has additional importance. Remembering the organizations that have been customers and those with whom you have an on-going business relationship quite often can lead to new business. We all like to share positive experiences with others, personal and professional. Leaving and maintaining a positive impression that people are happy to talk about with others can be easily nurtured by expressing your appreciation for your customers. Coming up with creative and fun ways to say thank you can be a nice added touch but often a simple thank you card sent through the mail goes a long way in an age where so much is communicated electronically.

Part 5: Review Written Content (March 15, 2013)

Today I would like to offer a quick tip for improving customer service. Take time to review your written content to make sure that it is welcoming, be it letters, email, or SEO content within your website design. This is especially important with electronic communication, something hastily written can come off as impersonal or cold. An extra moment or two spent reviewing is often time well spent when the result is customers that feel that they are important to you.

Part 6: Creating a Culture (March 22, 2013)

There is a store that I still visit regularly and recommend often, where I worked for a time right out of college, that is located in Fort Collins. Website design and SEO is the realm where I currently operate several years later but I believe I still have such loyalty to this one-of-a-kind shop, not just because of its unique offerings and great overall customer service but because as a former employee I experienced first hand why the customer service is great. This business has created a culture where each employee is valued and nurtured made to feel an important part of the team. It doesn’t matter if the employee is a long time employee or an part time employee who has been brought in to help during the busy season. The wonderful benefit that comes from developing such a culture is satisfied employees, and former employees who are more than happy to share their expertise, experience, and referrals with customers and potential customers. Building and nurturing such a culture is an important key to great customer service and one worth considering in your business environment too.

Part 7: Providing Value (April 10, 2013)

Have you ever gone to a business, in person or on-line, and gotten more than you bargained for, in a positive sense? Providing value to your customers in even the nice little things can add up to a great experience for everyone involved and it is a fun way to provide good customer service.

One of our SEO and website design clients, a Greeley Bed and Breakfast called The Currier Inn, does a wonderful job of this. One of the very nice added touches of customer service they offer is breakfast on your schedule, homemade and made to order, not buffet style or even all guests at the same time. Now tell me that is not a refreshing touch when you’re away from home.

How can or does your business provide extra nice touches of customer service? If you are not sure how to answer that question it may be an easy and fun way to improve your customer service.

Part 8: Front-line Employees (April 12, 2013)

Most mornings before heading in to work at our website design company I stop off for my morning latte. On a recent morning standing in line at the coffee shop, I had the experience of watching a cashier in training having a hard time with a transaction. The more experienced cashier was trying to help her through the situation but it was clear by the body language of the new cashier that she was irritated with the process. Her body language was expressing disrespect and irritation toward the more experienced cashier who was trying to help. The attitude expressed was so strong that it was something that I was picking up on as a customer. Even though the trainee was not focused on me I felt bad for the more experienced cashier and was not enjoying what is normally a fun part of my morning routine. It also crossed my mind that the behavior of the cashier in training was actually putting the business in jeopardy.

This experience provided a good illustration of how important it is that businesses put people who enjoy people and pay attention to all the people around them, co-workers and customers alike, in those key front-line customer facing positions. These front-line employees have to be able to recognize how not only their language but their body language affects how they and the business are perceived. It is critical for businesses to make sure that every front-line person has a history of helping people and is good at providing a great customer service experience.

What is your business doing to make sure it has individuals in those key front-line positions that are good at helping people (i.e. answering phones, greeting people, or handling other customer interactions)? If you have the right people in these key positions it will almost guarantee a great customer service experience. If you do not it may be adversely affecting your business more than you realize.

Part 9: Customer Comments (April 26, 2013)

Today I would like to talk about the importance of customer comments and how when we take customer comments into consideration, the good and the bad, customer service  can be improved no matter what business you’re in, from fast food, to fortune five hundred company, or your friendly seo and website marketing company down the street. When we truly listen to our customers, when we build a culture of listening to those comments we can grow from them.

They can improve the business, sometimes they may suggest or outright give us ideas or opportunities for a new product or service that people are really wanting. Sometimes they may lead us to ways in which we can educate, promote or improve the experience of our customers. They may inspire or reveal ways to better interact with them as our customers.

There will also be times where customer feedback will be harder to translate into an action that needs to be taken. It may take some time and patience before we see a pattern that’s not working or perhaps is working. However, if we are regularly looking for clues from customer feedback they may help us get at the root cause or point out a strength we may not be fully realizing. In either case the potential exists for building better customer relationships and loyalty, making the listening worth the effort.

Part 10: Rewarding Excellent Customer Service (May 3, 2013)

What have they done for you lately? Another important key of guaranteeing repeat business is to make sure that people in your organization are recognized for the good customer service experiences that they provide to your customers. Make sure that you have something in your business culture that recognizes and maybe even in someway rewards those above and beyond efforts and even the everyday efforts of those people on your front line. When you take the time to recognize good customer service it will help improve and foster the customer service culture of your company. Taking the time to continually make sure that you are thinking those individuals in your organization who are looking out for the interest of your customers is an investment well worth making.

Part 11: A Great Example (May 10, 2013)

An uplifting example of customer service to head you into the Mother’s Day weekend, from your friendly local SEO and website design company. This is a story about Tim Harris, owner of Tim’s Place, “the world’s friendliest restaurant.”

Part 12: Encouraging Teaching and Learning (May 24, 2013)

Are teaching and learning encouraged and nurtured in your organization? Creating an environment that provides opportunities for both staff and customers to learn and grow is a great customer service. If members of your organization are given time and resources to improve their skill set, they feel better about their job and they are more competent in it. Additionally if they are more competent your customers will receive a better experience.

Part 13: Opportunities to Improve User Experience (May 31, 2013)

It’s all a matter of perspective, morons or geniuses. Sometimes it is tempting even easy to think that a customer that is having difficulty with a concept or process that we have put in place is simply moronic. However, if we remain empathetic to our customers we will find an opportunity to improve the user experience. Every business can fall prey to thinking that they have made everything so clear and simple but customers are geniuses at helping us discover holes in our processes and revealing assumptions we have made about our product and or service. What assumptions are your customers revealing to you?