Comments on: The Importance of Customer Service with a Side of Relationship Advice http://www.lifewithoutpants.com/businessmarketing/the-importance-of-customer-service-with-a-side-of-relationship-advice/ Perspective on life less restricted Wed, 10 Mar 2010 06:23:19 +0000 hourly 1 By: Matt http://www.lifewithoutpants.com/businessmarketing/the-importance-of-customer-service-with-a-side-of-relationship-advice/#comment-8379 Matt Mon, 20 Jul 2009 22:10:01 +0000 http://www.lifewithoutpants.com/?p=2804#comment-8379 Great points Ryan. Admitting you don't know the answer to something is never a bad response to give as long as you ensure that your client or customer's question will be answered (in a timely manner) once the proper research has been conducted. And your emphisis on the follow up is spot on. There's nothing worse than being promised a solution to your problem only to be left hanging. Great points Ryan. Admitting you don’t know the answer to something is never a bad response to give as long as you ensure that your client or customer’s question will be answered (in a timely manner) once the proper research has been conducted. And your emphisis on the follow up is spot on. There’s nothing worse than being promised a solution to your problem only to be left hanging.

]]> By: Ryan http://www.lifewithoutpants.com/businessmarketing/the-importance-of-customer-service-with-a-side-of-relationship-advice/#comment-8362 Ryan Mon, 20 Jul 2009 04:08:08 +0000 http://www.lifewithoutpants.com/?p=2804#comment-8362 Matt -- A nice simple article about what customer service means. One point that may be missing is that when you are working with people in any capacity, you will have times that you do not know the answer. You shouldn't answer with a 'I don't know' but a 'Let me find out and I'll get back to you in x time frame' And then...the hardest part...FOLLOW UP!! You need to do this. You are not some sort of supercomputer and are supposed to know all the answers, but if you say you are going to email/call me, I'm waiting for you to call /email me. Following up is absolutely key, and can be a deal breaker in a heart beat. Matt — A nice simple article about what customer service means.

One point that may be missing is that when you are working with people in any capacity, you will have times that you do not know the answer. You shouldn’t answer with a ‘I don’t know’ but a ‘Let me find out and I’ll get back to you in x time frame’

And then…the hardest part…FOLLOW UP!! You need to do this. You are not some sort of supercomputer and are supposed to know all the answers, but if you say you are going to email/call me, I’m waiting for you to call /email me.

Following up is absolutely key, and can be a deal breaker in a heart beat.

]]> By: Matt http://www.lifewithoutpants.com/businessmarketing/the-importance-of-customer-service-with-a-side-of-relationship-advice/#comment-8344 Matt Sat, 18 Jul 2009 12:56:04 +0000 http://www.lifewithoutpants.com/?p=2804#comment-8344 Dan - you raise a VERY interesting point about us as consumers and our buying decision. Another layer to the 'onion' of marketing and sales. From the sales perspective, we ARE selling much more than a product, and as you said, something that hit home with me, is selling that 'resolution' to people who may not even be aware they had a problem in the first place. Making them realize that there is a need there and that what I'm selling is the best solution. Very interesting thoughts - gives me a lot to think about. Dan – you raise a VERY interesting point about us as consumers and our buying decision. Another layer to the ‘onion’ of marketing and sales. From the sales perspective, we ARE selling much more than a product, and as you said, something that hit home with me, is selling that ‘resolution’ to people who may not even be aware they had a problem in the first place. Making them realize that there is a need there and that what I’m selling is the best solution. Very interesting thoughts – gives me a lot to think about.

]]> By: Matt http://www.lifewithoutpants.com/businessmarketing/the-importance-of-customer-service-with-a-side-of-relationship-advice/#comment-8343 Matt Sat, 18 Jul 2009 12:52:46 +0000 http://www.lifewithoutpants.com/?p=2804#comment-8343 Couldn't have said it better myself Carlos. It seems so obvious to us, but there are still so many out there who just don't get it, or are too far swayed on the side of 'results at any cost' to remember what, or who, brought them to the race - the PEOPLE, their customers, and those relationships. With social media continuing to develop, we'll continue to see businesses get 'back to basics'. Twitter and Facebook will never replace the one on one relationships that should be forged, but can be an excellent tool to facilitate the B2C relationship model. Couldn’t have said it better myself Carlos. It seems so obvious to us, but there are still so many out there who just don’t get it, or are too far swayed on the side of ‘results at any cost’ to remember what, or who, brought them to the race – the PEOPLE, their customers, and those relationships. With social media continuing to develop, we’ll continue to see businesses get ‘back to basics’. Twitter and Facebook will never replace the one on one relationships that should be forged, but can be an excellent tool to facilitate the B2C relationship model.

]]> By: Matt http://www.lifewithoutpants.com/businessmarketing/the-importance-of-customer-service-with-a-side-of-relationship-advice/#comment-8342 Matt Sat, 18 Jul 2009 12:49:27 +0000 http://www.lifewithoutpants.com/?p=2804#comment-8342 I know the pitfalls all too well of becoming overly focused on results and forgetting about relationships. As you said, you might be making a ton of money - but at what cost? How many bridges have you burned down to get there? Business is about a BALANCE of relationships/results. And when you focus on relationships, the results are almost surely to follow. Thanks for coming by Chuck, and again for the awesome review/summary of my Under30CEO article. I know the pitfalls all too well of becoming overly focused on results and forgetting about relationships. As you said, you might be making a ton of money – but at what cost? How many bridges have you burned down to get there? Business is about a BALANCE of relationships/results. And when you focus on relationships, the results are almost surely to follow. Thanks for coming by Chuck, and again for the awesome review/summary of my Under30CEO article.

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