Don't be this.
Two words to live by; be there. Customers want to deal with businesses that have someone there for them whenever they need them. Whether it’s through live chat, personal email correspondence, or by telephone, customer service is the key to success, hands down.
If a client has a need or a question, they want to be able to know there is someone available to help them whenever they need it. Be sure you make yourself or your company available for customers.
You can ramp up on this one; start with emails (that you answer promptly), set up an 800 service phone line, think about adding instant chat to your website.
There is no excuse not to follow Doc’s advice on this one. After thirty one years in the sign business, sometimes I still manage to let a “live one” slip through the cracks because I was too late to respond. Don’t let this happen to you. If someone calls you to inquire about your service, let nothing – I repeat – LET NOTHING get in the way of you returning their call or email. Better yet, if possible – jump in your car and drive over to see them. The one who exhibits the most interest in meeting the desires of the customer often wins the job.
Amen, Brother Mark!
Folks, the man knows what he’s talking about -Mark not only runs a highly successful sign company, but he puts out a lot of great information -books, DVD’s -for the sign industry AND writes an industry-related magazine column, too. Heed his words. And if you need an uncommonly responsive sign resource in the Houston area, you can’t go wrong with http://theintersigngroup.com -he does all our stuff and we love his work.