Great customer service is the cornerstone to any business. Without good service, all of the hard work and effort that you put forth into gaining the customer in the first place will be lost. They need to feel that they are important to you. If they don’t, they are going to give their money to someone who cares.
Don’t allow of your hard work go to waste by not engaging with your customers.
It can be difficult if you are a solopreneur trying to manage everything. You are trying to create new products, write your blog and newsletter, create great content and so much more. Before you know it, you no longer have the time to service your customers and they will begin to fall through the cracks.
You can easily implement these ideas by sharing the responsibility with an administrative consultant. This way, the customers are being serviced and it is less hours away from your growing your business.
Here are some tips for providing Rockstar customer service.
Welcome Pack: The hardest dollar to get from a customer is the first one. Once you have done that, the rest is easy. To keep them shopping with you, you need to make them feel welcome. Do you have a plan in place to give your customers a Welcome Kit? It could be something as easy as a handwritten card or an email to show your gratitude. Maybe even some sample products. Your AC can handle all of this for you and research all of their information.
Client Care: One complaint that will get customers to run away every time is by NOT responding to their emails. It’s all well and good to have an autoresponder tell them that you will get back with them in 24 hours, but if you don’t, they are going to lose trust and may change their mind about shopping with you. Set up an email address for your AC to respond to your clients with some pre-generated emails for the most common questions and/or give them the knowledge to answer them. Questions that need your immediate attention can be sent to you to answer.
Gratitude Concierge: Who doesn’t love a surprise? For client birthdays, milestones or as a thank you for purchasing one of your larger services/products, a small gesture can mean the world. This also works great for sending out holiday cards. You AC can obtain all of the client information and send out the gifts/cards according to your standard operating procedures.
If you are in direct sales and you sign up distributors, a great job for an AC is to send them a Welcome Gift and perhaps a special thank you card for joining. These are all ideas that you can incorporate into your SOP’s.
Social Media: Many customers now look to social media — especially Twitter — to find answers to questions that are pressing. By having an AC watching over your social media a few times per day, this is a great way for them to catch questions and send out responses, direct them to blog posts or assist them as necessary.
Remember: Great customer service is the cornerstone to any business. Be a Rockstar.
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Heather Santo is a certified Virtual Administrative Consultant with over 15 years of customer service experience. She also spent time in corporate America as a Human Resources Manager performing generalist duties and specializing in recruiting. She now enjoys using her talents to serve her clients and help them to operate their businesses efficiently. She specializes in Aweber, Pinterest, WordPress Thesis, Gratitude Concierge Work and social media content graphic creation.
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