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Why Service Matters

October 10, 20235 min read

“Customer Service is the the marketing. It's what differentiates one business from another.” - Jay Baer


Exceptional customer service is the foundation of any successful business. It is the cornerstone that builds trust, creates loyalty, and ultimately drives the growth of your business. Let's look at why customer service should always be the top priority for any business owner.

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With that said, here are 7 reasons why you should start blogging on your website today! 👊

1. First Impressions Matter

We all know this - we've been told since kindy "You only get one chance to make a first impression, so make it a good one!"

How do your potential clients see you on the first encounter? How are you coming across on your

  • Social Media

  • Website

  • In person

That initial interaction a client has with your business will set the tone for their entire journey with you.

If you are friendly, supportive, confident in your sessions - does your marketing reflect that?

2. Building Trust and Credibility

Trust is the foundation of any healthy business relationship. When your clients feel heard, valued, and supported, they are more likely to trust you and your work.

This trust will lead to repeat business, positive reviews, and referrals.

3. Challenge Resolution and Conflict Management

No business is without its hiccups. When issues arise, the best thing you can do is meet it head-on. Rapid, responsive, and effective communication can turn a potentially negative experience into a positive one. Swift resolution demonstrates your commitment to customer satisfaction.

4. Customer Retention and Loyalty

Vince Lombardi once said: "It takes months to find a customer...seconds to lose one."

It's far more cost-effective to retain existing customers than to acquire new ones. Exceptional customer service keeps clients coming back, reducing churn rates and creating a loyal customer base.

5. Feedback and Improvement

Customers are an invaluable source of feedback. Smart business owners listen to customer concerns, suggestions, and complaints. This information provides crucial insights for improving products, services, and overall operations.

Quick Story: I had a client in my business for a couple of months. Out of the blue, he contacted me and said he wanted to end our business relationship. I told him I was happy to do that, but if he wouldn't mind, I'd appreciate a quick phone call to find out why.

He agreed to the phone call, and I discovered that he wasn't feeling "valued", because I wasn't reaching out to him enough (tip: Some clients need a lot of hand-holding), and he felt I had just "Taken his money and disappeared."

Needless to say, I was devastated. What I discovered was that I had sent out the initial welcome email with next steps - one of which was to watch the onboarding videos, then contact me to schedule their one-on-one onboarding session. Then I left it with him to contact me when ready (I was thinking I didn't want to contact him too often before he was ready, because I didn't want to "bother" him).

Lesson from this experience: I thanked him for his honesty and willingness to give me feedback. Was it hard to hear? Absolutely! What happened as a result - I now have far better onboarding structure for new clients, to make sure everyone feels like they are a VIP client (which they are!).

6. Competitive Advantage

In a crowded market, where it seems like there are tons of people doing similar work to you, excellent customer service can be a powerful differentiator. Clients are more likely to choose a company that goes above and beyond in addressing their needs and concerns (make promises, then over-deliver).

Quick story: I live in Australia, and I'm sad to say that retail customer service is legendary for how bad it is here (in a lot of stores). I've lost track of how many times I've walked into a store and had 3-5 employees walk past me, look at me, and keep walking - making me feel like I was wearing an invisibility suit. 🤯🤬

Contrast that with other stores where I walk in, and am greeted with a smile by a staff member. I can find someone to help me when I need it, and they don't make me feel rushed when I need assistance.

The first store I only go in if I have to, and I rarely enjoy the experience. The second store I don't hesitate to give them my business, and often tell the management what a great job their staff is doing.

I also tell my friends to shop at the second store, and am a raving fan for them.

7. Positive Word-of-Mouth and Reviews

Few things impact your business like the way people talk about their experience with you.

Satisfied customers are your best advocates. They are more likely to spread positive word-of-mouth and leave glowing reviews online. These testimonials serve as powerful endorsements and can significantly influence potential customers.

Think about it - when you are considering a business, one of the first things you may do is Google them and read their online reviews or find them on Facebook and see what people are saying about them.

Have you ever had someone call you to become a client - and find out it was because their friend had an amazing experience and wanted them to have it too? Seriously - is there any better feeling than hearing "Mary M said I HAVE to come see you for this"?

Delivering exceptional customer service is not just a choice, it's a strategic business imperative. It builds trust, drives loyalty, and sets your business apart in an increasingly competitive landscape. By prioritizing customer service, you're not just ensuring happy customers, but also building a sustainable and thriving business for the long term.

Remember, in the world of business, customer service is not a department; it's an attitude that influences every aspect of your business, especially for a solo-preneur.

Here's a short video discussing how service matters.

How will YOU be more consistent in your communication?

Join the conversation in the Simplify Your Tech Facebook community. We'd love to hear from you.

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Kat Milner

Kat Milner, Chief Tech Ninja for Simplify Your Tech

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