I was given a nice compliment yesterday from my client, Jon. He was delighted because I answered the phone. Not only did I answer it, but I ALWAYS answer it. Apparently I have a 100% success rate for phone answering. Not only that, but I tend to sound happy when I answer. And he appreciated it so much, he felt the need to commend me.
This got me thinking about how the little things, and maybe sometimes the BIG things, can make or break a business relationship. It also left me wondering how other people keep their clients if they don't answer the phone.
I'm a small business...a very small business. There's just me, so it's completely up to me to make sure that I treat my customers with good customer service. And I try my hardest to do just that. Sure, my designs need to look really good, and they need to communicate my clients' big ideas in a creative way, but that's not good customer service. That's being a good designer.
This got me thinking about how the little things, and maybe sometimes the BIG things, can make or break a business relationship. It also left me wondering how other people keep their clients if they don't answer the phone.
I'm a small business...a very small business. There's just me, so it's completely up to me to make sure that I treat my customers with good customer service. And I try my hardest to do just that. Sure, my designs need to look really good, and they need to communicate my clients' big ideas in a creative way, but that's not good customer service. That's being a good designer.
Customer service is about making choices in how you treat your customers, so that they know that they are important to you and your business. As Jon pointed out, I answer every call that comes in, and I do so cheerfully. If I'm in a meeting, I make sure to call clients back as soon as the meeting is over. I respond to emails as soon as I possibly can, and try for the same day (the exception is the weekend). I establish budgets and schedules and stick to them. I communicate clearly what they can expect from me, so there are no unwanted surprises. I tell them "thank you." Surprisingly, this is all stuff I learned growing up, about how to treat people, even ones that are not clients.
I'm on the search for new living room furniture. What I have is wearing out after many years of use (and children and pets). I'm not sure what I want, but I do want something that's high quality and will last for a long time. The current couch is 17, so it's set the bar. I started an online research into furniture companies. I found a highly recommended company, Interior Define (www.interiordefine.com) and I like their selection, and I'm nearly certain I will be ordering from them. It's a little risky ordering a sofa, sight unseen, from a company in Chicago. But the reviews about how AMAZING their customer service is has sold me on them. Check them out and read what people have to say! This is the kind of company I want to do business with.
And it's the kind of company I want to be. (Not selling sofas, of course.) But one that my clients know that I'm doing everything I can to make sure they're happy with the results and that they know they're appreciated!
Cheers!
Kelly
I'm on the search for new living room furniture. What I have is wearing out after many years of use (and children and pets). I'm not sure what I want, but I do want something that's high quality and will last for a long time. The current couch is 17, so it's set the bar. I started an online research into furniture companies. I found a highly recommended company, Interior Define (www.interiordefine.com) and I like their selection, and I'm nearly certain I will be ordering from them. It's a little risky ordering a sofa, sight unseen, from a company in Chicago. But the reviews about how AMAZING their customer service is has sold me on them. Check them out and read what people have to say! This is the kind of company I want to do business with.
And it's the kind of company I want to be. (Not selling sofas, of course.) But one that my clients know that I'm doing everything I can to make sure they're happy with the results and that they know they're appreciated!
Cheers!
Kelly
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