What level of customer service do you want to be remembered for?

Over the last couple months I've personally experienced exceptionally poor or extremely good customer service. When I think about both experiences what really stands out for me is that I didn't feel that there was a middle ground. The quality of service I received was either very poor or exceptional.

The risks for us as "solo entrepreneurs" are much higher as we generally are our business. If we deliver poor customer service it's not only likely that the customer/client will not use us again but more importantly will not be recommending our services to others.

So what would have made the difference!


1. I personally provide a money back guarantee if the client is dissatisfied with the quality of service they are receiving I refund them their payment. As I acknowledge that there will be times when my customer service slips. This also acts as damage limitation and has the potential to re build rapport and trust.

2. What could I have done better? Actively listen to what your customer/client is telling you and when I say listen I mean really listen validate their experiences. Don't be tempted to justify what's happened by using your own perception. This won't work and in most cases will make the situation worse as the customer/client will feel as if you're not taking responsibility for what they perceive as poor customer service.

3. Don't wait to respond deal with the situation as quickly as possible.

The flip side...

A couple of weeks ago I was on the hunt for an internet host provider to be able to look after my WordPress blog. After many hours of going through all the different specs on-line I decided to go with " PixelInternet ".

Wow what a great choice I made as soon as I ran into a problem I sent them a message. They instantly responded in a friendly and polite manner asking questions that would clarify what my troubles were. As my situation was not easily resolvable due to my lack of knowledge, "PixelInternet "offered to look into the matter for me and by the end of the day the issue was resolved.

Now I haven't spoken to anybody face-to-face within this organisation but I know from the e-mails that have been going backwards and forwards that they are working hard to get to the "bottom of and resolve" the difficulty I was experiencing.

I've been so impressed with this company that I've recommended them to other people and have an affiliate link on my blog.

So what did they do...

1. Actively listened to me when I was stressed and were not judgemental or dismissive.
2. Took responsibility for sorting my concern out themselves.
3. Liaised with me by asking ongoing appropriate questions.
4. Built rapport, trust and credibility.

All these actions suggest that "PixelInternet" cares about their customers.

Over the last couple of days I've asked the question "What do you hate about poor customer service?" Below are some of the responses I received via social media.

* Subsequent lack of action/resolution if you've complained about the poor service.

* That companies do not place more value on their customers. They seem to forget who is paying their bills and salaries.

* I think that the worst thing about bad customer service is that it shows how little pride some people take in their jobs. Whether you're cleaning toilets, working in a shop or a manager of a huge business earning megabucks, you should put effort into doing your job well. If you hate your job, don't take it out on the customers. You're being paid to do them a service and if it wasn't for them, you wouldn't HAVE a job! Rant over. But as my old deputy headteacher used to say: "Courtesy costs nothing and benefits everyone."

* Poor customer service is the responsibility of the management and their commitment to effective training. Poor customer service is not necessary and affects the bottom line profits.


What level of customer service do you want to be remembered for?

It's in your interest to think about what steps you are prepared to take when a client/customer comes to you with a complaint. Note these down and remind yourself when difficulties arise. I say this because it makes your decision making process much clearer. Often when we are faced with difficult situations we let our own perception and ego takeover which will not help.

By drawing up a list of actions we give ourselves a guideline to work by and remove any emotional attachment. This will not only assist in enabling you to resolve any conflicts but will also leave the client/customer feeling that you really are professional and credible.

If you're aware of a "solo entrepreneur" who struggles with customer complaints then please copy and paste this link http://bit.ly/cBUCSx into your e-mail and forward this blog post onto them.