Hear Ye, Hear Ye! Customer Service and Communication Can Make or Break Your Sales (and Reputation)!
I know that good customer service has been a topic of several Quality Logo Products blog posts in the past, but I can’t stress its importance enough.
You can impress customers right off the bat if you display strong customer service and solid communication, and your skills could potentially land you an account even if your prices are a bit higher. Take me, for example. I value excellent customer service and communication above just about everything else, and I am immediately turned off by a company if they are indifferent to my existence.
In fact, just last week, I called a (surprisingly) highly-recommended wedding vendor to inquire about their services, and the person who answered the phone was incredibly rude. She acted like it was killing her to answer my questions, and I could practically hear the scowl in her voice. What happened when I hung up the phone? I scratched that company name off of my list. Screw that! I don’t care if I have to pay a bit more for the same product or service somewhere else; I refuse to be treated like crap when I call to ask for a few simple details. After all, if this company had such a difficult time treating me like a human being BEFORE I bought anything, what would they be like after my purchase? What if I had an issue that needed to be resolved? My confidence would be seriously lacking.
The same goes for communication. Not everyone enjoys talking to strangers, and I get that. However, if you are employed somewhere that requires you to effectively communicate with customers, then you need to either sharpen your skills or perhaps start looking for employment elsewhere. I do a lot of e-mail inquiries as well (to save time if I’m on the go) and I ALWAYS allow a good amount of time to elapse before I get antsy about a reply. BUT, if a week goes by and I still haven’t seen a response, then I’m going to be pretty upset. If you’re not going to check your e-mail or if you don’t know how to use it, then don’t have it as an option for customers to contact you. Furthermore, if you actually do answer my e-mail inquiry but you manage to avoid answering my questions and give one-word responses, then I probably won’t contact you again. Who do you think I’d rather give my money to: a company that promptly responded to my inquiry or a company that took 5 days to reply with a simple “yes” or “no” with no elaboration?
I’ve worked in a variety of fields, and I’m no stranger to customer service. I realize that people have occasional bad days that may make it harder to smile and help people. I’ve been there! But don’t expect new customers to beat down your door if you can’t at least pretend to be interested in gaining their business. (Of course, it’s always best to be genuine, but the WORST thing you can do is take out your anger or frustration on customers). Good, old-fashioned service with a smile is still an effective strategy. The businesses that demonstrate their dedication time and time again will be the ones I continue to call when I need something!
Furthermore, due to the surging popularity of social networking sites like Facebook or Twitter, one wrong move can INSTANTLY damage a company’s reputation. Let’s say that I visited a local coffee shop and received wretched, terrible, unforgivable customer service; it would take me about three seconds to tweet about it, post it in my Facebook status, or post a negative online review. What happens then? Hundreds of people (or maybe more) have the potential to see it within minutes, hours, or days. Remember, news travels even faster when it’s spread via the internet!
Would you rather spend a bit more to get outstanding service, or would you rather pay less for crummy and rude service? Comment below to leave your opinion. And in case you’re wondering, excellent customer service AND low prices do exist at Quality Logo Products – we guarantee it. Give us a call (866-312-5646) or email us (email@example.com) to find out more about promotional items and promotional products! You can also keep up with us on Twitter and LIKE us on Facebook!