More & more I am winning clients because other web designers have 'let them down'. I have heard stories of clients being stood up, advised that the agreed mock up was impossible to build & web designers going AWOL...
WHY? WHY? WHY?
Coming from the client side I know what my expectations were of agencies & their account management practices... quite simply their attitude towards customer service could make or break a competitive pitch.
SO I thought I would voice my Customer Service Golden Rules:
- Do what you say you will do... it is that simple
- Listen to the client – it doesn’t hurt to clarify objectives to make sure you are on the same page.
- Be honest... don’t try and create sub standard work that is outside of your remit just for a quick & dirty buck!
- COMMUNICATE. By this I mean, ask questions, give progress updates... an unexpected courtesy call goes a long way.
- Dont use jargon!
“To my customer: I may not have the answer, but I'll find it. I may not have the time, but I'll make it. I may not be the biggest, but I'll be the most committed to your success.”So, rant over. I feel better now!
Does anyone have any customer service gems that they can share?