Why good customer service always pays

Posted on: March 19th, 2012

The other day our Lexmark colour printer went haywire: only printing in black and white and then spewing out sheets of solid magenta.

The diagnostics pointed to a print head failure so my husband called Lexmark to find out how to get hold of a new one.

We had bought non-Lexmark ink cartridges which we were told was likely to be the cause of the problem. Even so, the chap at Lexmark still said they would post us a replacement print head free of charge. And – get this – a set of inks as well (to ensure we were using the right ones). No payment required.

Now that’s customer service for you.

The power of word of mouth

Good customer service always pays off because, when you experience it, you tell others. You also tell people when you experience bad customer service, but human nature means that we tell an awful lot more people when the service was bad.

As freelancers, we need to make sure we provide the best service we can to our clients. It’s not just about doing a great job, on time. They expect that.

It’s about things like helping them out at short notice when they have a problem on their hands. Or working outside your usual office hours to get an urgent job done for them. Or introducing them to one of your contacts who you know can solve an issue they are facing. From your point of view, it’s a simple introduction but your client will regard it as a great stress saver.

Not only do you have a happy client when you provide a great service but you will also get talked about.

How do you go the extra mile for your clients? And what usually is their response?

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