A very simple principle of customer care

Good customer service can make us happy customers, even to years of repeat customers. Poor customer service can also be unpleasant as athlete's foot. A personal (horror) story from the world of the Internet:

Many companies handle their customer service today only via a hotline - which usually costs the customer money - or via a contact form on the Internet at (what is after all free). By contrast, so basically nothing wrong, for example if a provider thus saving support costs and keeps its prices low. But you've tried so a contact before? I yes. For over a month, I am angry with the customer at a large provider of Web hosting (who manage the computers on which are sites) around. Patiently and carefully I have filled out the form on the website and described in as much detail as possible the problems encountered. Then sent and immediately I got an automatic e-mail that confirmed my message. The data had been forwarded immediately to the technology.

And what came then? Nothing. For days simply nothing. As my problem was still there, I finally called it to the support through the paid hotline. There they confirmed my request immediately. My hard drive has been replaced (on the date on which occurred the problems) and the technique could be again considered everything. It was all right, they could find no fault. I beg your pardon? Of course, nothing was fine and the error still existed, what the employee on the phone was able to follow immediately. So he wanted to send a message to the technique again. This little game went on for weeks so on. It has daily phone calls and contact forms used (not to mention my nerves and costs by the defaults) until the worst problems were resolved. And that my site was working again, I've also noticed themselves, there was a message again not.

If you get so satisfied customers? Performs to improve customer retention? Hardly likely. Of course, problems may arise. We're all human and make mistakes. What matters is how we handle it. The worst error (in addition to its obvious incompetent technicians) that the above supplier has committed, was to inform me not specifically about what happened to my server and let me of days in the dark. Why did they not at least sent me an e-mail that has been found no error? (My last email with answers to the questions of support to the errors and problems was no longer answered the way for over a week.)

A principle of the design of interactive systems: "Give instant feedback!"

The better way is a fundamental principle that in the design of interactive systems (ie, as a computer) is applied. It reads: "Give instant feedback!" This means, for example, when the user has done something he should immediately get a confirmation. We know that all of the work with a PC. If we have saved a file, places a small window in which is ,, file saved! "Just imagine, this window will not appear. You never know so whether your file was now actually saved. Get Today when saving even a window on the screen that shows you how far the store is just advanced. the information about events that are happening and that have been completed, gives security and confidence. They are in the picture, you know what is going on and that gives you a good, safe feeling.

The principle is quite simple: ignorance creates doubt information create trust

If the customer does not know what's going on, he assumes the worst.
White the customer is always what is happening, he trusts you. Exaggeration, it is a bit like the jealousy, if you know exactly what your partner when with whom does, you do not need to be jealous. Once you no longer know and realize that something is wrong, begin to doubt and jealousy. And any concealment or withholding of information by your partner makes it worse. Unfortunately, giving many companies with problems like the secretiveness back and try to cover up mistakes. The best seed to make the customer forever suspicious and weaken customer loyalty.

It makes us as entrepreneurs the technology much easier to constantly inform our customers about important steps. . Take the example of the "automated customer care" of the largest online marketing company ,, Amazon "Once you have placed your order online, the following will happen:

1. You instantly get an e-mail confirming your order and indeed with all order information (item, price, shipping, delivery time). Now you know that your order has been received correctly at Amazon and is being processed. If you find a mistake, you can correct this immediately with no problems.

2. Now you naturally expect longingly your ordered goods. Again, you will be informed as soon as possible from Amazon: Once your items from Amazon are shipped you will receive also an e-mail that tells you which items were sent straight on their way to you: ,, Just have the items you ordered our shipping center leave ... "I remember how I was pleased with this e-mail on my first Amazon order (such memories strengthen customer loyalty immensely). Until then, I knew of shipping merchants only week long waits. when exactly, my package would come, I never knew.

That doesn't mean we're perfect, but when we make mistakes we fix them.
As you learn as an entrepreneur, your dreams and goals, step by step to actually achieve
I have thought long what advice, what kind of advice I can give you in my Christmas e-mail on the way into the next year. It struck me again and again an article one, which I read last year about Michael Phelps, the American world-class swimmer, the say at the 2008 Olympics in Beijing and write 8 gold medals won. For this new record, he received from his sponsor a prize of 1 million dollars. With this money Michael Phelps set up a foundation whose first action was an educational program for children. This program was entitled "Dream, Plan, Reach".

In this program, children should learn to set goals, take responsibility and practice discipline. Dreaming, planning, achievement. Well, that could easily be the content of a training program for operators, right? This title is at least for me an apt motto for the next days.

I do not know how about you, but next to the hustle and bustle and the stress around the Christmas, for me is the time 'between the years', the days between Christmas and New Year, always something special. These days it is actually once quiet, there will be time to think, because I will not be distracted all the time by some everyday things and daily business. It's cold, darkness falls early and most people are in their homes. Like a veil settles a pleasant rest of the country. Time stands still a little. I see then back on the year that is ending and think about what I have experienced and done, how far I have come closer to my dreams. Then I think about what I have dreams and goals for the next year.

I have learned that putting through training, planning, goals and informed choice of action, anything is possible', Michael Phelps said in an interview. In fact, the program 'dreams, plan, achieve' a powerful tool. Read More