The Internet, which runs on wires, cables, and computer chips, may not seem like a place for the personal touch. But technology did not create the Internet and all its content; people did that. The Internet is a great place to provide your clients and customers with outstanding, personal customer service.
By helping your customers get their questions answered and issues resolved, you will be helping yourself, too. You build loyalty as well as credibility among your clientele. For many small businesses, the key to competing effectively with larger competitors is by providing superior customer service.
How can you do this? The best and easiest way is to share your expertise. You had some good reason for starting an online store. It is likely that you have some specialized knowledge that in your opinion could benefit others. Your knowledge and experience are among your most valuable commodities. So do not act shocked and surprised when I suggest you give them away. That's right, let them go fro free. Why? It's the "try before you buy" concept. Some have even referred to this method as the "puppy dog close". The pet store lets you take the puppy home for a few days knowing full well you are going to fall in love with it and keep it.
The same applies to your giveaway. Chances are good if they try it for awhile they'll keep it. Helping people for free builds your credibility and makes them more likely to pay for your services down the road.
When your business is online, you can easily communicate what you know about your area of expertise and make that knowledge readily available. One way is to set a web page that presents the basics about your company and your field of interest n the form of Frequently Asked Questions (FAQ's). Another popular and effective technique is to create your own newsletter and write about what's new with your company and about topics related to your work.
Not to be overlooked as a great customer service resource is the use of e-mail as a means to stay in touch. In my humble opinion it is the single most important marketing tool that you can use to boost your online business. Becoming a proficient e-mail user increases your contacts and provides you with new resources of support, too.
The two best and simplest e-mail strategies are:
• Checking your e-mail as often as possible
• Responding to inquiries immediately.
I cannot overstate the importance of providing good customer service. In my opinion you cannot overdo this. I would even err to the side of overkill in that regard. Very few customers are going to get mad at you for giving them too much attention. How you go about it is entirely up to you, but try to make this your highest priority.
Chuck Lunsford is a moderately successful Internet Marketing practitioner. Visit his site and get up to 40% off selected
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