I really don’t mean to over simplify this, but customer service is really simple. And the number one trick is the one so many of us overlook.
It’s returning a phone call.
To restate it, always take your customer’s incoming phone call. If you can’t, then always return it as soon as possible.
We are constantly interviewing our clients’ customers and vendors as part of our services. This gives us an unpolished view of our client so that we can get the most street-level picture of how the market views our client. Good, bad, or indifferent; warts or beauty marks. Every blemish.
On a recent assignment I had an unexpected and unsolicited opportunity to interview a client’s customer. I was having lunch with an associate when he informed me that he was a customer of my client. He bragged on the quality of the work and the level of expertise that everyone there showed. But – and this was a big “but” to him–they were horrible at returning phone calls. After inquiring why that stood out so much for him, he explained his reasoning.
First, a little background: they, both my client and my associate, are in a project-focused businesses where time lines and benchmarks are critical. That means there needs to be constant back-and-forth communication about progress and status of various elements of a project.
My associate, while glowing in his compliments about my client as to his abilities, he was extremely frustrated to the point of considering discontinuing any future work because he just simply didn’t hear back from him when he called. Note that he didn’t say “he got bad service or production or bad results.” He just didn’t get timely information. And many times all it would have taken would have been a call back to say, “I’m still working on it, everything is going ok, but I don’t have any changes to report.”
Simple, right? Well, if it’s so simple, why do I find this to be a common complaint? I haven’t done any real scientific or serious analysis on this, but my practical experience informs me that this is really prevalent across all businesses.
Let me just leave you with this challenge. Return your phone calls, even when you have nothing to report. If you don’t have time for a full conversation, then send an email saying you got the phone call, there’s nothing new to report, and you’ll be calling back shortly–and then do just that.
Hey, this stuff really is simple! Remember that old line about “90 percent of success is showing up?” This is a variation on “showing up.”