How Small Business does Customer Service : Summary from June 9th, 2009

This week sbbuzz focused on the things that make our business possible…..our customers!  From building relationships to solving problems, each business interacts with customers differently.   Some have unique customer service process and others are all hands on deck for interaction.

How do you interact and build relationships with your customers?

Want to participate or have a small business question that other small biz owners can answer? Here’s how you can join us next week!

  • Next buzz-up is Tuesday, June 16th from 8:00 PM – 10:00 PM Eastern Time. Join us – We’re here to facilitate the conversation between small business owners.
  • Know small businesses that need help? Let them know when this chat happens, help them get started on Twitter and let’s talk!
  • Instructions for participating are at http://sbbuzz.biz/instructions
  • Below is a summary of the most recent discussion. To see the full conversation, go to: http://bit.ly/18YJPo

sbbuzz: Tonight we’re talking all about customers. Q1: How do most of your customers contact you? Initially and ongoing? #sbbuzz

  • desireescales: Q1: Most customers contact us via our web form or on the phone. Lately phone is winning. #sbbuzz
  • bradfordshimp: Q1 – Customers contact us with a mix of phone and email. Email is becoming more and more popular. #sbbuzz
  • mriggen: @sbbuzz Q1 Customer contacts come in primarily via email, but also Twitter and our forums. And phone 🙂 #sbbuzz
  • helpbusinesses: Q1: Our customers primarily contact us by phone since we provide mainly detailed phone consultation. #sbbuzz
  • lindadessau: Q1 Most new clients contact me via email – it is always a pleasure when someone reaches out by telephone. #sbbuzz
  • merylkevans: Q1 Email and online are most common especially since calling me through the relay service isn’t so easy and fast. #sbbuzz
  • amistaff_coo: Q1: Most customers contact us via our web form connected to our crm or on the phone. #sbbuzz
  • desireescales: Q1: Twitter is the number 3 referrer of visitors to our site. Google number 1 and our domain number 2. #sbbuzz
  • NJinsuranceGirl: Hi all, glad to be here. Q1: phone still #1. Email and web close 2nd. Just started gaining speed with social media — high hopes! #sbbuzz
  • bradfordshimp: Email and web forms are often easier, but I think we can do better solidifying the relationship via phone. Or Skype. #sbbuzz
  • scoblitz: @sbbuzz Q1 Phone is most common method for initial contact. Some ongoing clients transition to email though. #sbbuzz
  • lisamcg: Q1: Most contact by phone via referral. Website is second. #sbbuzz
  • pmohara: #sbbuzz Q1: most come in over e-mail or Twitter. But agree w/@lindadessau that I love the phone. Fun to get the backstories there.
  • PricelessTeam: Q1 Email is our primary method of contact with clients. Some follow-up phone calls. #sbbuzz
  • jonedm: Q1: Mostly by phone or web form here too. #sbbuzz
  • mylifeatthetop: #sbbuzz referrals, and friends of referrals are my highest lead resul
  • rogersanchez: from vendors we have an ongoing relationship with #sbbuzz
  • perfectquarters: Q1 our customers contract use by email thru our website #sbbuzz
  • Dr_Cards: Q1 Most of our #mrchsrvcs prospects arrive by delighted client referrals. #sbbuzz
  • perfectquarters: Q1: We qualify all leads by phone and make all appointments by phone #sbbuzz
  • SunSwept: #sbbuzz Q1 Many of our customers come to us through our website. it’s optimized and we use quick lead gen forms.

sbbuzz: Q2. Are your customers using social media? If so, which ones? #sbbuzz

  • nrohrbach: Q2: My customers are certainly using Twitter, but it hasn’t caught on in my town, a lot more on Facebook. #sbbuzz
  • merylkevans: Q2 Yes. Twitter and Facebook. #sbbuzz
  • helpbusinesses: Q2: Our clients use twitter, myspace & facebook. But many just started since the beginning of this year #sbbuzz
  • amistaff_coo: Q2: Not sure if our customers are using social media…any of our customers want to comment? #sbbuzz
  • Whistletree: Hello! Q2, like many of you, we have a link for customers to “follow us on Twitter” and “become a fan on facebook”. #sbbuzz
  • scoblitz: @sbbuzz Q2 Most are not – but I’m working on it!! #sbbuzz
  • lisamcg: Q2 Twitter, FB, MySpace (for music), and several other niche platforms, not to mention some international sites as well. #sbbuzz
  • helpbusinesses: Q2: Many have dropped off myspace and switched to facebook #sbbuzz
  • PricelessTeam: Q2: About 75% to 85% of our customers use Twitter and Facebook – more so Twitter. #sbbuzz
  • TSFsmallbus: Some of our clients use SM but most don’t have the time to dedicate to it. #sbbuzz
  • mriggen: @sbbuzz Q2 Twitter, blogs, Forum. Facebook, YouTube & Flickr we’ve tried with less success (though we have fun trying everything!) #sbbuzz
  • perfectquarters: Q2: We use twitter the most it seem to work the best. We see daily results from the interaction we have with other followers. #sbbuzz
  • selahsynergy: @sbbuzz Q2 Some of my clients are using social media and most are trying to blend it with their marketing plans. #sbbuzz
  • jonedm: Most of our customers do not use SM. Many homeschoolers are in Yahoo groups. #sbbuzz
  • desireescales: We’re leading the way with soc med over here and clients are slowing following us. Facebook is 1st, then LinkedIn, then Twitter. #sbbuzz
  • helpbusinesses: Q1: Most of our clients find twitter to yield the best results once they understand how it should be used. #sbbuzz
  • TSFsmallbus: Many of our clients and the people we meet prefer face to face meetings. SM is a good introduction but we follow up to meet. #sbbuzz
  • SassyMichelle: #sbbuzz Customers of Sass use Twitter, Facebook, LinkedIn, and blogs. not so much Ning or YouTube Yet!
  • pmohara: #sbbuzz Q2 – many of our customers are on social media, but probably because we spend time there, so building good relationships

sbbuzz: Q3. How do you handle irate customers? Ever had a “disgruntled customer” post something bad? How did you respond? #sbbuzz

  • jonedm: Q#: Never had one, knock on wood. #sbbuzz
  • helpbusinesses: Q3: No thank goodness we have not had irate client. #sbbuzz
  • desireescales: Q3: The power of social media is that you have a tool which allows you to respond to upset customers quickly on many levels. #sbbuzz
  • bradfordshimp: Q3 – It is my opinion that you should handle upset customers head on. Also, pick up the phone or get there in person. #sbbuzz
  • mriggen: @sbbuzz Q3 I’m knocking on so much wood right now, it’s ridiculous – but not yet. We will, I’m sure. Had some annoyed maybe. #sbbuzz
  • lisamcg: Q3 best way to handle a ‘bad’ posting, say on Yelp is to not respond – post something asking if you can make it up to them #sbbuzz
  • bradfordshimp: As for nasty comments – meet them with level-headedness and transparency. Readers will be able to see who they should trust. #sbbuzz
  • TSFsmallbus: We handle upset clients with personal contact. Our CEO is a big fan of looking people in the eye to see what they are thinking. #sbbuzz
  • DenLuDistrib: I never have had a disgruntled customer anywhere online or off we always have been able to make right with the customer 1 on 1 #sbbuzz
  • helpbusinesses: Q3: As a business you should screen all your comments before the go live for that very reason. #sbbuzz
  • scoblitz: @sbbuzz Q3 Nobody irate that has made it visible to me. Honesty and personal followup would be my response. #sbbuzz
  • merylkevans: Q3 Respond to the customer as soon as you can, don’t wait until you find the answers. If you wait, he’ll think you’re ignoring him. #sbbuzz
  • mriggen: @sbbuzz Our most unpleasant blog post was actually from a competitor. We sent him pizza (ha ha, we didn’t but should have!) #sbbuzz
  • selahsynergy: @sbbuzz Q3 I advise clients to investigate, make amends if necessary, respond like a pro, monitor reputation regularly. #sbbuzz
  • nrohrbach: Q3: irate customers: I respond with sincere apologies and a discount of some sort. Usually sleep on it 1st, I have a Mr. Hyde in me #sbbuzz
  • lisamcg: Q3 It is important to set expectations from the very beginning – and keep open lines of communication – and admit mistakes #sbbuzz
  • Timberry: Q3 one problem we have is “give me what I want or I’ll post about you,” when what they want is inappropriate, we just stay calm. #sbbuzz
  • mriggen: @helpbusinesses You’re never going to be able to screen *all* comments (i.e. Twitter). People will say things out of your control #sbbuzz
  • Timberry: Q3: and our money-back guarantee that we say is 90 days, is really forever. If you don’t get our product, we’d don’t want your money #sbbuzz
  • Timberry: Q3: I heard from a hotel owner that somebody was playing protection: “give me $500 or I’ll flame you on Yelp and friends.” #sbbuzz
  • desireescales: I suggest setting up a Google Search for your company name, ur name and products/services you have. Makes it easy to catch it early. #sbbuzz
  • vpbx: Q3: Agree with @Timberry. Stay patient. Be empathic. Put yourself in the role of a support agent: solve the problem gracefully. #sbbuzz

sbbuzz: Q4. from @nrohrbach: If you get your customers to soc media, how do you keep them interested? #sbbuzz

  • helpbusinesses: Q4: The results keep the customer interested but our customer come to SM to find talent they need. #sbbuzz
  • Timberry: Q4: so true it’s boring: real content, authenticity, and if you don’t have anything to post, or tweet, then stay silent. No clutter. #sbbuzz
  • helpbusinesses: Q4: Social media while it is a tool to continually connect with some customer isn’t that tool for all businesses. Its a introduction #sbbuzz
  • scoblitz: @sbbuzz Q4 Great question. That is why it is important not to push them, they need to be ready and engaged in the process. #sbbuzz
  • life_enthusiast: Q4: (just jumping in) once clients are on Social Networks we create conversation starters & I hold accountable 4 continued comm. #sbbuzz
  • bradfordshimp: Q4 – Invite them to join you in things, like tweet chats and discussions, rather than to just sign up for your sales pitch. #sbbuzz
  • mriggen: @sbbuzz Q4 I think helping people see the business value of social media goes a long way. #sbbuzz
  • desireescales: Show them Google Analytics. They’ll be converted forever once they see the referral rate of these tools. #sbbuzz
  • Dr_Cards: Q4, Buzz … I try and stay mindful of WIIFM from THEIR viewpoint, not mine. Stay interesting and informative for Them. #sbbuzz
  • helpbusinesses: Q4: social media is a connection tool for some businesses but not all. #sbbuzz
  • pmohara: #sbbuzz Q4: For us, it’s more what do we *not* do to engage customers in social media? We have contests, we host chats, we laugh, we cry …
  • mattharrell: Q4: It’s also a matter of education too. Be willing to take few minute to explain SM and have some links/resources hand. #sbbuzz
  • bradfordshimp: I think we need to be clear. Some people may not adjust to social media, which is fine, but I think any business can benefit. #sbbuzz
  • life_enthusiast: Q4: Most clients have so much fun because of the connections the get addicted. Then I have to remind them of OTHER mktg #sbbuzz
  • helpbusinesses: Q4: SM is a tool for some biz to easily stay connected to their customers. They should drive that traffic to their website. #sbbuzz
  • mriggen: @sbbuzz I think soon questions about who is/isn’t using won’t exist. Twitter, blogs just new set of tools, like websites & email. #sbbuzz
  • nrohrbach: Q4: I get customers involved during projects, when it’s over they disappear. It’s not a interaction issue, they’re just GONE #sbbuzz

sbbuzz: Q5. Have you ever had to “break up” with a customer? #sbbuzz

  • TSFsmallbus: @sbbuzz We’ve ended a couple of engagements because the client was not working with us to achieve their stated goals. #sbbuzz
  • merylkevans: Q5 Yes. I believe if you find that things don’t work — it’s better to let go than run yourself into the ground. #sbbuzz
  • bradfordshimp: Q5 – Break up with a customer, or break a customer’s nose? #sbbuzz
  • helpbusinesses: Q5: In the early days YES. Now our screening process projects the longevity of the realtionship. #sbbuzz
  • mriggen: @sbbuzz Q5 Not at this job, but in previous job had some “toxic” customers. I think that might have been code for…kinda crazy. #sbbuzz
  • Kmacopy: I haven’t broken up with a customer, but I’ve come close. I do love knowing it’s always an option as a solopreneur. #sbbuzz
  • Dr_Cards: Q5 #sbbuzz Might be “firing” an unusally difficult client right now. We’ll see. Giving her/her Co a second chance …
  • mriggen: @sbbuzz Q5 I think it’s fine to say “We may not be the solution you’re looking for” b/c it could very well be true. #sbbuzz
  • nrohrbach: Q5: I had a bad breakup with a non-paying customer. Learned a lot, but took their site off the map at the worst time for them. #sbbuzz
  • life_enthusiast: Q5: Yes, many times I’ve broken up with customers. When the relationship doesn’t work, I’d rather say goodbye. #sbbuzz
  • perfectquarters: Q5: In real estate you break up with customer every day LOL. To be successful U R married to the property not the customer #sbbuzz
  • desireescales: We’ve learned 2 prequalify clients through good questions. Its not worth their time either if they aren’t comfortable with us. #sbbuzz
  • Dr_Cards: Q5 #sbbuzz Interestingly, the clients who HAMMER hardest on pricing invariably turn out to be the most labor-intensive and demanding.
  • Kmacopy: Q5: Oh yeah. nonpayment breakups. Had those before! #sbbuzz
  • lisamcg: #sbbuzz Q5 Once. We gave them a lot of ‘freebies’ and they were just NEVER happy. Better to break up than everyone involved be miserable.
  • perfectquarters: Q5: Technology has changed the buyer being dedicated to the relationship. #sbbuzz
  • scoblitz: @sbbuzz Q5 I’m going through that now with one of my first clients. As both of our businesses have evolved we’re not as compatible. #sbbuzz
  • nrohrbach: Q5: My “Terms & Conditions” got an extreme makeover thanks to bad breakups. Something about “learning the hard way” #sbbuzz
  • Dr_Cards: Q5 #sbbuzz I LIKE all the Pre-Qual Q’s you guys! Also — define your ideal client and find ways to maximize exposure to that profile.
  • pmohara: @bradfordshimp Q6 Who loves the bee? Q7 Why? Q8 Where? Q9 When? Q10 What? Q11 How? I’m done. I win. 🙂 #sbbuzz
  • sagemedia: Q5. Unfortunately, yes we have had to ‘break up’ with customers. You can only bend so far before you risk breaking your own back. #sbbuzz
  • lisamcg: #sbbuzz Q5 Again is all about setting expectations. If you can set them on both sides, then you shouldn’t have to break up.
  • merylkevans: Income isn’t worth it with difficult clients — energy with two good clients can surpass it. #sbbuzz
  • nrohrbach: @merylkevans AGREED! Why spend 100 hours on what’s going to be a 1 time client, when you can build a relationship w/ 2-3 residuals? #sbbuzz
  • bradfordshimp: My pet peeve is customers who think they are entitled to things because they are “big” and sales reps who cower at that. #sbbuzz
  • merylkevans: Firing clients doesn’t mean you failed. It just means your goals and personalities don’t mesh with theirs. #sbbuzz

sbbuzz: Q6 from @leoraw If you are a very small biz, how do you deal with too many customers at once? #sbbuzz

  • helpbusinesses: Q6: You hire someone to help you. that’s consider business growth. #sbbuzz
  • merylkevans: Q6 Generally, it’s not a problem. A lot of times you’re waiting on info from client. So it evens w/ occasional craziness. #sbbuzz
  • bradfordshimp: @sbbuzz I LOVE this question. I would add, how do you manage extra work when you also have a full time job? #sbbuzz
  • DenLuDistrib: I have a small business and I handle too much business by recruiting my best customers to being IC’s to work with me #sbbuzz
  • leoraw: @merylkevans I like your response to “firing clients”! Yes, work really smoothly with some, others more difficult (&notwortheffort).#sbbuzz
  • lisamcg: Q6 – Great problem to have!!! Hire an assistant to do the admin stuff. #sbbuzz
  • wvpmc: I advise clients to identify and characterize their A clients, figure out how to find more like them, spend less time with Cs and Ds #sbbuzz
  • Timberry: Q6: raise the pricing. Think of pruning. And, by the way, high class problem, one of the best to have … #sbbuzz
  • desireescales: Q6: Don’t get yourself in that position in the first place. Know your limits. Create a waiting list perhaps. #sbbuzz
  • helpbusinesses: Q6: If you don’t want to hire permanent worker, hire temporary works. #sbbuzz
  • mriggen: @sbbuzz Q6 We’ve both added staff and tightened processes. It’s not a bad problem to have, but you don’t want service to suffer. #sbbuzz
  • Kmacopy: Q6: Great Q! Hard 2 manage expectations, workload of many customers. But the kind of problems I like to have!! Communication is key #sbbuzz
  • selahsynergy: @sbbuzz Q6 I take a strong look at what I can outsource, evaluate priorities, make sure I can commit to deadlines. Partnerships. #sbbuzz
  • helpbusinesses: Q6: @Timberry I don’t necessarily agree with your response to raise prices that can back fire. That is a specific pro/ser move! #sbbuzz
  • bradfordshimp: Q6 – Focus on the type of work that you are most passionate about, and learn to say no (or later) to the other. #sbbuzz
  • life_enthusiast: @leoraw Q6: Systems! Project Management programs like http://www.basecamphq.com were life savers b4 I added my team! #sbbuzz
  • Kmacopy: Q6: I agree, learn to say no. Or, provide an option: not tomorrow, but how about next Friday?? #sbbuzz
  • nrohrbach: Q6: I am luckily friends with my competition, we scratch each others back now and then with the burden it too heavy #sbbuzz
  • helpbusinesses: Q6: Because you started your biz & have tons of customers may mean you are meeting a huge need & underestimated the need. #sbbuzz
  • scoblitz: @sbbuzz Q6 For me I’ve found that is a great time to partner up. Share the work and get things done. #sbbuzz
  • desireescales: Q6: Find good people to add to your team be it employees or virtual. They’re out there now, that’s for sure. #sbbuzz
  • mriggen: Q6 We’ve actually found our last two hires via Twitter – go figure! #sbbuzz
  • helpbusinesses: Q6: This is where having the right plan & team in place is an advantage to your grow. #sbbuzz
  • perfectquarters: Q6: We usually do our research and end up dropping prices not raise them. #sbbuzz

sbbuzz: Q7 Will your current customer service efforts scale? #sbbuzz

  • helpbusinesses: Q7: You have to maintain your customer service to maintain the business. #sbbuzz
  • bradfordshimp: Q7 – I just helped a client implement an email system to help with customer service, which should help keep volume down as they grow #sbbuzz
  • helpbusinesses: Q7: We make great effort to say ahead of what our customer expect and want otherwise we’ll loose them. #sbbuzz
  • DenLuDistrib: You have to excel at customer service always #sbbuzz
  • scoblitz: @sbbuzz Q7 We’re really working on that now with implementation of a help desk / knowledge base. #sbbuzz
  • mattharrell: Q7: Challenging question for us. We love the personal touch. It will be hard to scale our current level of customer service/support #sbbuzz
  • DenLuDistrib: lack of customer service is the number one reason our customers have given for why they left our competion #sbbuzz
  • Whistletree: Our goal is to cont. current cust service as we grow… answer the phone, send handwritten thank you’s etc. #sbbuzz
  • life_enthusiast: @sbbuzz Q7 Customer Service has different levels depending on where biz is. CS changes/grows as biz does. #sbbuzz
  • selahsynergy: @sbbuzz Q7 Core principles, methods scale. IMHO scaling issues in custserv r w/systems, procedure reflecting culture. Training! #sbbuzz
  • nrohrbach: Q7: enter social media once again, I certainly feel social media will help me scale CS, and quickly if necessary #sbbuzz
  • helpbusinesses: Q7: People do buziness with people because the solve a problem or fill a need. That maintenance is crucial #sbbuzz
  • mriggen: @sbbuzz Q7 That’s a toughie. We want to give the best customer service we can & feel we do that now, but times ten? 100? #sbbuzz
  • lisamcg: Q7 – Never lose that personal touch for customer service and it should scale nicely! #sbbuzz
  • scoblitz: @sbbuzz Q7 Time spent working on a well defined CS process and system early on will help us later, when we really need it. #sbbuzz
  • bradfordshimp: Maybe via Twitter and Social Media, you can empower every employee to be in customer service. #sbbuzz
  • perfectquarters: Q7: Our moto is we are your real estate broker for life not just for a deal. Come back to us even of debates with friend & family #sbbuzz
  • lisamcg: Q7 I learned long ago to treat people how THEY want to be treated, not how YOU want…listen and ask, “How can I help you?” #sbbuzz

sbbuzz: Q8. Do you do customer testimonials on your site or newsletter? How do you get them? #sbbuzz

  • DenLuDistrib: We get comments all the time from people that we send gift certificates to for their birthdays about how it was so wonderful! #sbbuzz
  • bradfordshimp: Q8 – We get testimonials by asking for them in a survey, and sometimes just out of the blue. Working on using them better. #sbbuzz
  • desireescales: Q8: We videotape our testimonials and put them on our site. Its like our client is in the room talking about us. Powerful! #sbbuzz
  • nrohrbach: Q8: I want to do testimonials, but I’m struggling with it because I don’t usually trust them on other sites… #sbbuzz
  • perfectquarters: Q8: the customer testimony is in the sale and if they choose to have a potential buyer just call them. #sbbuzz
  • DenLuDistrib: We haven’t but we should. It is something I have been debating as I don’t want to give out information without asking #sbbuzz
  • selahsynergy: @sbbuzz Q8 I use testimonials on any appropriate marketing collateral. They come from customer communication & I ask to use it #sbbuzz
  • Kmacopy: Q8: I’ve been writing a ton of customer testimonials for a client. Had 1 interview tell me they bought services because of one. #sbbuzz
  • perfectquarters: Q8: We are putting together a testimony video for youtube #sbbuzz
  • life_enthusiast: @sbbuzz Q8: yup there are testimonials on my site. I create surveys 4 clients & I ask clients 4 permission to quote & link back. #sbbuzz
  • Timberry: Q8: I regret that we haven’t done better to catalog and manage customer testimonials. Great resource, too easily wasted. #sbbuzz
  • merylkevans: Q8 My web site has one testimonial on the home page with links to more. Also have recommendations in LinkedIn. #sbbuzz
  • scoblitz: @sbbuzz Q8 I love my testimonials and am thrilled to get them. Some have come unsolicited, others we have asked for. #sbbuzz
  • helpbusinesses: Q8: Customers ask for reference they call our client who are happy to talk with them. But from free phn consult they see the value #sbbuzz
  • lisamcg: Q8 A great way to get a testimonial – Ask for one in return for a ‘freebie’ to your customer or a small discount on their final bill #sbbuzz
  • Kmacopy: Q8: the testimonials we’ve been doing focus on the customer, NOT the services they buy. They inspire not sell. Show not tell. #sbbuzz
  • leoraw: Q8. Testimonials – yes, but I haven’t gotten them in a while. Was easier when I worked for less busy ppl or volunteer work. #sbbuzz
  • merylkevans: @Whistletree In the middle of a project, ask how you’re doing. Sometimes that leads to testimonial. Ask at end. Keep compliments. #sbbuzz
  • mriggen: @sbbuzz Actually, this post on customer testimonials by @smallbiztrends inspired tonight’s theme! http://tinyurl.com/ovcj6g #sbbuzz
  • helpbusinesses: Q8: But testimonies should be kept current too. If you use them no matter what media you display them in. #sbbuzz
  • scoblitz: @sbbuzz Q8 Am also looking to do some more in depth case studies as well – highlight our clients and how we have worked together. #sbbuzz
  • mcolacurcio: Joined late. Q8. We have them on our site. Want to migrate to podcasts to take get credit for blended search. #sbbuzz
  • nrohrbach: Q8: speaking of testimonials, I HATE when folks ask me for a referral on LinkedIN and don’t write one back (you know who you are!) #sbbuzz
  • jonedm: Q8: HA! I was offline for a minute e-mailing a customer asking for an “on the record” version of a comment. Yes, we use them a lot! #sbbuzz
  • selltoronto_com: @sbbuzz q8 I use testimonials on selltoronto.com usually I just take their thank you quotes but sometimes I ask 4 them. #sbbuzz
  • mriggen: @sbbuzz Q8 If we get something nice via email, we’ll follow up to see if it’s OK to use in newsletters etc. #sbbuzz
  • merylkevans: Businesses with local clients should look to local sites for reviews. Daycare asked parents to review on a city’s site. #sbbuzz
  • helpbusinesses: Q8: We also ask our customer to give testimonies our our social networks such a twitter.They write on our http://www.twitwall.com #sbbuzz
  • Kmacopy: Q8: I’m finding great testimonials tell a story of how the customer uses your services and benefits. Like a feature story approach. #sbbuzz
  • selahsynergy: Q8 Incorporate surveys in your customer service processes. Provide a place for open comments. Ask to use the positive ones on ur web #sbbuzz

sbbuzz: Q9. What do you do to show your customers you love them? #sbbuzz

  • helpbusinesses: Q9: Our job lol #sbbuzz
  • merylkevans: @sbbuzz Send them a gift (last year, it was a book) and a handwritten note. #sbbuzz
  • Whistletree: Q9 – We send handwritten cards and Starbucks gift cards. We’ve also given away iPods and Visa Gift Cards. #sbbuzz
  • DenLuDistrib: We show our customers that we love them by automatic discounts for return customers, birthday, anniversary and holiday cards #sbbuzz
  • helpbusinesses: Q9: All jokes aside. We always throw in extra stuff not penny pinching them but show the comp service on the invoice so they know. #sbbuzz
  • mriggen: @sbbuzz We send little presents: coffee, coffee mugs, t-shirts. Want to do more, a little love goes a long way! #sbbuzz
  • Kmacopy: Q9: Keep giving them above and beyond service. I try to show love by moving heaven and earth every time for those special customers. #sbbuzz
  • nrohrbach: Q9: often throwing in something, if they want biz cards, maybe a free letterhead, a website, maybe a free gallery or flash banner #sbbuzz
  • lisamcg: Q9 Bring breakfast or lunch in for their office (if it isn’t too big) , gift baskets ‘just because’, and always do our best! #sbbuzz
  • life_enthusiast: @sbbuzz Q9: I’m going to be adding gifts in the future. For now, the get lots if e-mails & occasional e-cards with our thanks! #sbbuzz
  • Dr_Cards: Q9 – Showin’ the Love — one of the best ways I know … Send ’em Referrals! #sbbuzz
  • scoblitz: @sbbuzz Q9 I tell them, give out some promo items, send a gift for no reason, etc. Need to do more. #sbbuzz
  • jonedm: Q9: We include handwritten notes in orders. We also throw in order-appropriate gifts for special orders or “firsts.” #sbbuzz
  • perfectquarters: Q9: Some buyer/ homeowners simply call and ask us for them. We don’t mind it keep us in their thoughts. #sbbuzz
  • perfectquarters: Q9: We give out 4/6 movie tickets. People are bound to use them or it’s something they can give away to someone who will use it. #sbbuzz
  • leoraw: Q9 – I give my best customers work they need done as soon as humanly possible – they ask at the last minute, I do 2 minutes later. #sbbuzz
  • Dr_Cards: Q9 #sbbuzz Handwritten notes on their special dates, along with goodies during the Holidays.
  • mriggen: Q9 We’re huge fans of the hand-written notes as well, being the proper New England and Southern ladies that we are. #sbbuzz
  • mcolacurcio: Q9: “Don’t worry so much about the ‘what’, just realize that appreciation goes a long way w/ people.” From ReferralFlood #sbbuzz
  • snakejw: Q9 – Provide amazing service. Gifts and other token appreication isn’t as big of a deal. #sbbuzz
  • brownjc0: Q9: wW give away personalized M&Ms sometimes #sbbuzz
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