Black Holes of Customer Service…
Have you ever experienced minimal or no customer service?
Where in your business is the black hole of customer service?
Black holes of customer service are one of the burrs in this Coach’s saddle. I detest it when I purchase something from a company and they don’t deliver good customer service. Better yet, when they put all their effort on the front end of the sale, AKA: Attracting you to a point of purchase, and then drop you like a skunk once they have your money. Has this ever happened to you?
Last week my husband was trying to buy a replacement part for one of our patio chairs, from a well known company. What was amazing was the phone just rang and rang. Then he went to the internet only to find that others have had similar experiences. Sadly, I’m sure you can relate!
Then I started thinking of all the crummy marketers that are experts at capturing your money, but not experts at delivering what they are selling to you nor properly support you after the purchase! Unfortunately, this is becoming more common place with the evolution of online marketing. … Doesn’t it feel like you are in a black hole of customer service?
Where are your business’s black holes of customer service?
- At your point of purchase, do you give all necessary information so customers can reach you?
- Do you follow-up with them after a purchase to assure everything is satisfactory?
- Do you offer a “Frequently Asked Questions” FAQ page?
- Do you regularly offer “tips” to your customers?
- Do you have an adequate follow-up system or “Contact Us” online?
- Is your product or service page too sales-y?
Over the next month or so I will be revealing a new website just for you and one of my goals is to design it without any customer service black holes! Once I have it complete, I’ll share it with you and you can tell me how I did 🙂
YOUR BUSINESS STRATEGY ASSIGNMENT:
Go through your complete sales process and find your black holes of customer service. Use the above list to get you started! Please share your thoughts in the comment section.
If you or your business needs rescuing on this particular topic
or any other Business Strategies we have been discussing,
please reach out to Maggie (262) 716.7750 FYI: I’m in the Central Time Zone