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  Post #1 (permalink)   04-09-2009, 04:33 PM
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Certainly it’s the long term goal of every business to minimize customer churn. The expense to sign on new clients way exceeds the cost to retain and resell existing clients. Every interaction with your clients, from warehouse, sales and service, to the accounting department shares a responsibility to exceed your clients expectations, by going that extra one percent - everytime.

Fix the Client and Not Your Product or Service

When I was employed as a technician by Varityper, our titles were tech rep 1, tech rep 2 and so on. That was changed to Customer Engineer. When you troubleshoot a client’s problem, you’re not fixing their typesetter, printer, broadband connection, website or whatever your business provides - you’re fixing the client. You need to give at least the perception of value.

Providing Value

Can this be done on the fly? Sure, but not with great results. Good customer support reps go through extensive training for the sole purpose of maximizing the client’s perception of their business. They offer solutions. This pays off in reduced advertising cost, minimized churn, customer loyalty and “branding.”

Are you rememberable?

Are you rememberable in your clients eyes? Do you ‘own’ your business niche? Or are your customers simply satisfied clients? A certain level of support is expected from every vendor. On your customer surveys, do you ask the question, “Have we exceeded your expectations?”

Set yourself apart from the masses

Customer support encompasses so much more than simply responding to a service ticket, fixing the issue and closing it out without explanation. I see so many entrepreneurs asking how to develop a niche that sets them apart from the masses. Of course, the offer is KING, but great customer support keeps you on your throne.
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  Post #2 (permalink)   04-10-2009, 01:07 AM
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Good article Steve. You could have the best prices, niche and image in the world but if you don't have the best customer support your business will not be successful at all. Customers always want that edge with the company they end up picking. That edge could mean customer support, price, features or niche but your job as a web hosting company is to make the customer happy at all times. Having all of those doesn't mean you have the edge, you have to strive to have excellence in all of those areas.
 
 
 


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  Post #3 (permalink)   04-10-2009, 09:18 AM
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I went through this exercise many years ago and the concept is still valid today. I bet if you ask most technicians what their job is when assigned a support ticket, their reply would be to resolve the issue on the ticket. Of course you still need to do that, but the correct answer should be to fix the client. Some of them just want the problem fixed without explanation, but others need to be reassured, and perceive value.
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