Focus on Service for a Great Year

Despite the challenges in the economy and politics these days, everyone still has to stay focused on what’s needed to have a great year. Now, more than ever before, if you want to stand out against your competition, a reputation for terrific service is a necessity.

Great service isn’t just about your active clients; it’s about ALL your interactions with your target audience. It’s about building a reputation for excellence and a brand known for exceeding expectations.

Don’t underestimate the value of great customer service. I “Googled” the question of how many people one angry customer can influence:

“In today’s digital age, one angry customer can influence hundreds, thousands, or even tens of thousands of people through social media, online reviews, and viral content…in-person word-of-mouth typically sees an unhappy customer sharing their experience with 9 to 15 people; this number expands exponentially online…and it’s estimated there are 26 more people who never speak up”.

Just for a second, think about any company you love working with. It might be a favorite restaurant, a supermarket, or even a major corporation like Amazon.

For example, we do a lot of shopping online at Amazon. I can usually find anything we need. First, Amazon ALWAYS delivers. At a time when USPS, UPS, and FedEx take turns being underwhelming, Amazon consistently delivers on time. Second, their Customer Service team is remarkable. I can call their 800 number, share my disappointment with an order, and have it resolved in minutes. And there are often times when I don’t need to even return the defective or damaged merchandise to receive credit. THEY EXCEED EXPECTATIONS!

Here’s a short check-off list for your business:
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• Response Time: Do you check your email and phone messages multiple times each day? You need to respond as quickly as possible to set yourself apart from your competitors.
• Use Your Phone: Rather than always replying to emails in writing, use your phone. Have you tried calling the customer? Often, there are easy-to-answer questions allowing you to react even faster than through the written word. Plus, email and text messages are limited in being able to convey sincerity, whereas a phone call allows you to talk to the customer on a far more personal level.
• Finding Solutions: Whether you or a member of your team is working on it, find solutions to challenges quickly. And when there is a problem, NEVER hide from an angry/frustrated customer. 
• Exceeding Expectations: Every customer interaction is an opportunity. From the quality of the products and services you offer to each inquiry and interaction with the public, never walk away saying, “That’s good enough!”
• Speed isn’t Just About Your Response: Never assume your website is working the way you think it is. Check things every day on different platforms. Right now, Chrome and Safari have over 80% of the market share.
• You Can’t Take It Back: Remember, there are no erasers on the Internet. Don’t get into arguments in the various forums on Facebook, for example. You can never really take back an angry post, and you never know who might be a member of that FB group, reading and sharing what you’ve written.
• Simplicity: Too many of you have policies and disclaimers on your website that would scare an IRS auditor. Keep things simple in your policies. For example, save the discussion on penalties for noncompliance when you’re having a discussion about your contract/agreement.

Here’s the bottom line, and I’m paraphrasing what I’ve learned from good friends like Tim and Beverly Walden over the years. Working with you should be an experience. You’re not selling a portrait session, or for that matter, an album, prints, or video – you’re selling the fun of working with you and building trust with each client.

We’re a service-oriented business, and word-of-mouth spreads quickly. Build a reputation that’s known for going beyond what was expected.