Do You Deliver Well?
If you spend $10,000 on advertising and your customer service or product is horrible, what will the result be? You’ll have wasted that $10k and then some. Why? First impressions matter more to a person than just about anything else. If you fail to deliver on your products and your customer service is horrible, people will tell other people. In the social media age, that is even more true. Even the best brands have naysayers online because it costs so little to leave a bad review. It costs almost nothing socially and it is free to run your name through the mud or sing your praises online. You also lose out on the potential of repeat business which is the lifeblood of most businesses.
You need to ensure your product is ready for the stage before you put a spotlight on it. Customer service is an investment worth making. Have you stress tested your product, your delivery method, and your customer service? What would happen to your business if 10 more customers than usual called tomorrow? What about 50 more? What if 3 more had a bad experience? Considering these things and planning for them is crucial to success in marketing.
One of my favorite books on customer service is: Customers for Life by Carl Sewell. I was on a trip to Texas with my wife when our Subaru started acting funny. We stopped in the local Subaru dealer on a Friday afternoon and desperately asked for help so that we could return home that night. This local dealer was a Sewell dealer and they went above and beyond from every level, so I left them a good review online. While looking them up, I found the owner’s book and it did not disappoint.
Investing in customer service is investing in your customers. It will help grow repeat business which is more affordable than investing in new customers.
This blog post is a portion of Attention and Action. The book walks you through the marketing process that Adelsberger Marketing follows with its clients. You can read this book for free as a blog on the Adelsberger Marketing website or purchase on Amazon.com.