WARNING: Your customer service actually sucks

Yep, you read that right… I said your customer service sucks and it’s absolutely not what you think it is. I’m one of the founders and day-to-day managing partners of Red Shark Digital. This blog post was inspired by an overwhelming amount of recent interactions with customer service with all kinds of different businesses. I must say I’ve had quite the unusual amount of encounters recently as I’m lining up a number of vendors for my wedding, as well as trying to purchase a home. From a Realtor, a rental equipment company, florist, baker, movers, financial institutions, entertainment and much more… I’ve come to one overwhelming conclusion that customer service is not what it used to be. Surprised. You shouldn’t be if you’re paying attention. It’s amazing how many people want to give you business, but won’t receive it.

There is one thing that will set apart ANY business, the personal experience you receive and the customer service. Take a restaurant for example, I know of one that comes to mind that the food is always pretty good, not exception but good, BUT the customer service EVERY time is exceptional. It keeps me coming back over and over. Am I the only one?

With all of the amazing tools that are available to a business, all relatively at a minimal cost, there is no reason for a business today not to have good if not great customer service and response time. Think about a simple contact submission from a website, it usually includes your contact info and what are you contacting about. Now as a business owner, in this digital marketing world that is a HOT LEAD, delivered straight to your email inbox. Contact it. Call it back. Email it back. They are very close to purchasing your service or product. Seems simple doesn’t it?

I can’t count the number of businesses I’ve contacted over the years through their website contact form and have never, ever got any kind of a response back. Sure some may have been out of business, out of season, whatever other excuse you want to make for them, but the reality is there are an overwhelming number of businesses not capitalizing on their leads. But I get it, kind of, more than likely the contact inquiry went to the owner/manager of the business and their completely overwhelmed trying to run the business and keep the bills paid. There is one thing a business has to always, always remember; customer service is the KEY to success. There is no secret sauce, it’s going above and beyond (or answering a simple website submission form) with every customer you have. When you do that, they become an active promoter of your entire business… what’s that mean? REFERRALS!

Ever heard of NPS. Your Net Promoter Score is way more important than you think, and unfortunately probably way less than you think it is. The Net Promoter Score is based on the fundamental perspective that every company’s customers can be divided in the 3 categories: Promoters, Passives, and Detractors. It’s all based on asking one simple question, on a scale of 1-10; how likely are you to recommend a company to a friend. If they don’t give you a 9 or 10, they’re not a promoter of your products and/or service. What’s your score. You can find more information on NPS HERE.

I’m done ranting, was it really a rant. The same businesses that complain sales are down, we’re downsizing, I need to fire everyone (maybe you do), are the same ones that have a terribly low net promoter score. You would be amazed at the success and overall increase in sales when you WOW your customers each and every time…DO IT!