Keeping customer service a top priority
My father and I run TrendyPet.com and keep one thing top of mind everyday, customer service. We both become extremely frustrated when we call or email a company and receive a poor response, or sometimes none at all. It seems like customer service has been on the decline lately, especially with web based business. So how do we make sure we don't become one of these unresponsive companies?
Treat the customer like you would want to be treated.
When I buy stuff online I keep notes of everything from how the checkout page looks to what additional items came in the box when it was delivered. Some companies do a great job with each step of fulfilling an order, and some companies don't. Keep track of what you liked and didn't like about everything you order.
Respond Quickly!
Call or email people back as quickly as possible, 24 hours is too long.
Always be courteous and respectful.
Think of a person you contacted before about something you had no clue about. For me it was talking to an electrician about the wiring in my house. I probably asked the stupidest questions, but he never made me feel inferior.
Listen to your customers
If five people emailed you and ask what your product was made out of, chances are there are 500 others wondering the same thing. Make the information people ask for the most often prominent on your site.
It always feels good to receive an email like the one below. Many people do not go out of their way to tell you are doing a good job, that is just expected. Go above and beyond what is expected!
Treat the customer like you would want to be treated.
When I buy stuff online I keep notes of everything from how the checkout page looks to what additional items came in the box when it was delivered. Some companies do a great job with each step of fulfilling an order, and some companies don't. Keep track of what you liked and didn't like about everything you order.
Respond Quickly!
Call or email people back as quickly as possible, 24 hours is too long.
Always be courteous and respectful.
Think of a person you contacted before about something you had no clue about. For me it was talking to an electrician about the wiring in my house. I probably asked the stupidest questions, but he never made me feel inferior.
Listen to your customers
If five people emailed you and ask what your product was made out of, chances are there are 500 others wondering the same thing. Make the information people ask for the most often prominent on your site.
It always feels good to receive an email like the one below. Many people do not go out of their way to tell you are doing a good job, that is just expected. Go above and beyond what is expected!
Dave,
Thank you so much for the replacement 12" tall feeder with the two quart bowls. It fits in my space perfectly and the larger bowls are wonderful! I really appreciate your promptness and kindness in addressing my calls and E-mails. I've had several people ask me where I got such a neat dog feeder, and I've told them about Trendy Pet and how nice it was to do business with you and your company.
Jackie
St. Charles, MO
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