Matt Friesen

It’s amazing how quickly bad customer service can create a lasting impression.


Take for instance my recent experience with LUXE Destination Weddings. What should have been fun and engaging, became stressful thanks to a myriad of mistakes including a lack of communication, over-billing and a complete disconnect on vision.


Like every story, there are two sides. To be fair, the owner even stepped in twice to get things back in line, but if your company is service based and the delivery is weak – it’s a recipe for disaster.


My own service based company isn’t perfect, but we word hard to maintain quality customer service. Delivering eCommerce software and marketing solutions under tight deadlines combined with high expectations is tough even in the best of times. Here are a few keys to providing a good client experience:


Communication
It’s important to keep the lines of communication open. I recommend a guaranteed response time of less than 12 hours for non-emergency situations, and real-time access to support staff 24/7 for emergencies. Email and the office phone number are the norm, but providing a cell number shows you understand the value of communication. Most clients won’t abuse this sort of privilege.


Transparency
When providing a service, it’s important the buyer can see things progress. Everyone wants an immediate ROI, but most understand results take time. A bird’s eye view is a great way to alleviate stress. Any combination of time tracking reports, weekly status reports and periodic demos go a long way in building the confidence of your client.


Accountability
In the end, it’s important to stand behind your service. Whether the results are good or bad, it’s your responsibility as the provider to own them. In my experience, an unhappy customer will respect your honesty, and likely give you a second chance. If you’re lucky enough to get that second opportunity, don’t blow it….you probably won’t get a third.