I’ve been frustrated the last few days with poor customer service from some vendors I deal with online. It only reinforces my belief that no matter if you have an online or offline business, you’ve got to be reponsive to your clients and customers…in a timely manner.
I’m not a technically naive person and I make A LOT of purchases online so when I have trouble figuring how to use an online product, you can only imagine the trouble someone less experienced will have. I won’t name names, yet. However, I’ll say that if you have a link to contact support and someone sends a request for support then respond to your customer ASAP. This will diffuse their anger, frustration and may head off any negative feedback they may be inclined to share with their colleagues and friends.
This all sounds pretty basic, right? But there are so many businesses that don’t adhere to this basic principle. When a customer or prospect sends you a question or request for help with your product or service, respond within 24 hours, if at all possible. Your customer will appreciate it.
That’s my rant for today.