In a time when the economy is down, call center support is outsourced abroad, banks are closing credit lines on long-time customers, and all of your venders only know you as an account number, basic customer service can literally be a way to stand out among competition.
At identifiDesign, our clients know that their specific interests are our primary focus. One reason is because we take the time to become familiar with their industry and business. Just as an actor might temporarily put themselves into the life of another in order to truly understand their purpose of being, iD engages in a similar process for new customers. The process is actually the best part of the job for a marketer, as we are inspired by what makes people tick.
My clients have my cell phone number, and call me anytime… nights, weekends, holidays, you name it. I respond to emails within an hour. In fact, I often enjoy a night out to the sushi bar as a friend with clients, as we believe it is critical for us to exist in each other element.
Starbucks has a term for this, and they call it Legendary Service. While the service at Starbucks continues to decline parallel to the starting wage of a barista, they did have it right at one point. Without the customer, the business ceases to be. And what better way to gain new customers than through the viral word of mouth from the happy current customers?
Take care of your people. Your employees, your customers, your vendors, the mailman. These people will refer your services to others, even if they’ve never seen the product you offer, all due to the highest level of customer service.
