With the ever expanding world of the internet, it can be quite easy to see how business relationships may fall to the wayside. After all, instead of calling customer care, people are directed to an online question and answer forum. Instead of turning in job applications directly to human resources, people are asked to submit theirs online. Even ordering business supplies over the phone is a thing of the past; sure, you can probably do it, but not without hearing about how convenient their new online ordering system is from the person on the other end of the line. Do they know a website has the potential to put them out of a job?
Nonetheless, with so many essential business moves being made over the internet, one might think we were living in a world where human to human interaction was not the preferable option. However, relationships in business are more important than ever. And no matter how much work is done online, there are a few things you need to know:
1.) Nothing can replace excellent customer service. Ever get to a website and find that you can’t find a phone number? Anywhere? It’s frustrating to have to sit at a computer and try to decipher what someone else has already deemed the appropriate response to your problem. Maybe that solution isn’t working, maybe that’s not your problem, and maybe you just have no idea what the words in front of you mean.
Having a relationship with your clients means being there for them in a time of need, and refusing to have a help number on your website is not being there (neither is requiring them to go through 46 steps to reach a human being on the other end, contrary to the opinion of Verizon, but who’s counting).
2.) Do what you say you are going to do. When a customer has contacted you with an issue, it is up to you to resolve it. Relying on them to remind you of the problem or giving them a list of things they should try and then call you back is lazy. Sure you can teach a man to fish, but in the business world it’s appreciated if you give that same man a fish or two while he is still learning. Don’t leave your customers out on a limb; once they’ve contacted you take the problem off their hands.
Oh yeah, and fix it.
3.) Facilitate connections. I work with a local photographer here in town, and one day I asked her how much money she spends on advertising for her business. Her answer: $0.00. All of her clients are from colleague recommendations, word of mouth, and social media. Folks all these client sources are facilitated through favorable relationships. If no other photographers in town respect her, if her clients aren’t happy with her work or she ignores the growing trend of social media, her business dies. It’s as simple as that.
Nonetheless, with so many essential business moves being made over the internet, one might think we were living in a world where human to human interaction was not the preferable option. However, relationships in business are more important than ever. And no matter how much work is done online, there are a few things you need to know:
1.) Nothing can replace excellent customer service. Ever get to a website and find that you can’t find a phone number? Anywhere? It’s frustrating to have to sit at a computer and try to decipher what someone else has already deemed the appropriate response to your problem. Maybe that solution isn’t working, maybe that’s not your problem, and maybe you just have no idea what the words in front of you mean.
Having a relationship with your clients means being there for them in a time of need, and refusing to have a help number on your website is not being there (neither is requiring them to go through 46 steps to reach a human being on the other end, contrary to the opinion of Verizon, but who’s counting).
2.) Do what you say you are going to do. When a customer has contacted you with an issue, it is up to you to resolve it. Relying on them to remind you of the problem or giving them a list of things they should try and then call you back is lazy. Sure you can teach a man to fish, but in the business world it’s appreciated if you give that same man a fish or two while he is still learning. Don’t leave your customers out on a limb; once they’ve contacted you take the problem off their hands.
Oh yeah, and fix it.
3.) Facilitate connections. I work with a local photographer here in town, and one day I asked her how much money she spends on advertising for her business. Her answer: $0.00. All of her clients are from colleague recommendations, word of mouth, and social media. Folks all these client sources are facilitated through favorable relationships. If no other photographers in town respect her, if her clients aren’t happy with her work or she ignores the growing trend of social media, her business dies. It’s as simple as that.
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