In a previous incarnation I worked for Nissan Motor (GB) Ltd – looking after the UK Fleet website as part of a larger team as well as handling directly all the incoming customer enquiries that headed our way via the website, be that by email or telephone.
Moving on to becoming a self employed web designer, I have tried to keep the high standards that were expected of me at Nissan, although it is not easy when you are effectively wearing several hats all at once in your role as chief designer and company owner – it’s rather like those plate-spinning magicians from 1970s Sunday night variety shows; the idea is that like the plates, no customers should fall by the wayside.
It isn’t an easy task, your customers have no idea how busy or stressed you are and to be honest, they don’t care either – they just want the best service possible.
Viral Bad Reviews is Bad News!
We live in an age where one wrong move can be all over the world via the internet in a matter of minutes. It’s no longer just word of mouth locally that can scupper the rise of your business; you now have to contend with Facebook, Twitter, Amazon and eBay (if these are your platforms) as well as review sites.
Providing good customer service is not as easy as you might think, it takes a certain type of person to continually try to see any issues that may arise from the point of view of the customer – how ever unreasonable you might really think they are being! And sometimes it is best to swallow your pride rather than risk a stream of bad online reviews that might affect your business for months – or years – to come.
Employ a Dedicated Customer Service Representative
Not only do you need to be a ‘certain type of person’ but you also need to be the type of individual that gets a kick out of helping people – the type of person that doesn’t like to go home at the end of the day knowing that a customer has been left disgruntled or unhappy.
If that person isn’t you, then my advice is to hire someone who does have those attributes - if it’s within your budget. You might be surprised at how much repeat business you can generate by having a friendly voice and face representing your business.
Staying One Step Ahead
In the very competitive world of web design, I use good customer service skills as a tool to try to stay one step ahead of my competitors. Blogging and offering free advice is my way of generating good karma.
I was always aware that I was the face of Nissan during any customer contact, if the customer wasn’t happy at the end of the communication, it wouldn’t necessarily be me that weren’t happy with – but Nissan; and that was something I was acutely aware of.
Motor Boat Engines & Forklift Trucks
I once received a call from a chap on an island off the coast of Scotland who’s only way to get to the mainland was a rowing boat with a Nissan forklift truck engine cobbled together into a boat engine somehow. He called up, not knowing where to go or who to speak to desperately looking for a spare part to get it working again.
Not my remit or directly my job of course, he wasn’t a business fleet customer and so it would have been very easy to fob him off with a ‘sorry, but…’ etc etc.
But no, any hardship I might endure trying to track down a relevant contact was miniscule in comparison to the hardship this gentleman was currently experiencing. So a direct contact was found and a few weeks later I received a lovely email from the gentleman thanking me for assisting him in being able to get to and from the mainland once more.
Good Service Generates New Sales
Of course, it is not unreasonable to think that if anyone asked this gentleman for a recommendation as to buying a new car, that he might well relate to them his happy experience with Nissan. Not with me, but with the company itself.
You are the face of your company every time you deal with customers, and going that extra mile to help and assist will always pay dividends over time.
Remember too that making time for and emphasising your good customer service skills is also another way to compete with the bigger brands, who more often than not don’t have the time or the brand-committed customer care staff.
No comments:
Post a Comment