I made a sale to a repeat customer yesterday and got me to thinking a little bit about customer service because he said he was pleased by our prompt attention to his first request. This was really nice to hear, but I didn’t think I did anything special at first. Then I thought about that first interaction and came up a better understanding of what he meant. He had an event coming up and needed his order in time for it and wanted to be sure it would be there in time. We responded within a few minutes of his order being placed. Then followed through with getting the order there on time. Seems like a simple thing, but doing it made a single sale into a double sale.
I use technology to help me. I get email delivered to my cell phone so I can follow up on questions wherever I am, and quickly. I hadn’t considered it customer service at first, it was more that I just wanted to be more in touch with my business when I wasn’t on the farm, which for now is most days.
At a local celebration, I was able to use technology to accept credit cards. This was not only good for my business, it was good for my customer. They could buy the items they wanted without having to carry cash. Hopefully I have the process a little more smooth at the next show, but having options really is nice. And being able to do it without power was pretty neat too.
What about when things go wrong? How you handle those situations is just as important. Even when the problem isn’t anything you can control. Had an order, they paid for express shipping, overnight. We shipped as promised, but the post office didn’t deliver. We honored his request to have the shipping cost refunded.
How do you show you have good customer service on an Internet website? I don’t have any testimonials yet. I won’t ask for them, but assume they will come as the business grows and continues to provide great customer service.
Do you have stories to share about good customer service you received or how you provided great service in a bad situation? What about those bad situations where you can’t, for some reason, meet the customer expectations? What do you do in those cases?
Looking forward to your thoughts.