Customer service is the new marketing.
No matter if you agree with me or not, the truth is that virtually EVERY creative is in customer service, even if your title doesn’t reflect it. You might be the owner, COO, CEO, an assistant, or anywhere inbetween, but no matter your position, you’re serving your customers.
You’re probably reading this as a the owner of your own small, creative business, and thinking “What is she even talking about, I’m a photographer, life coach, blogger, artist (or fill in the blank), I’m not a customer service representative.”
Let me explain. As a small business owner, do you ever take a call from a customer who has a question or a problem? Do you email with them to send them information, mail them their order, or meet with them? Do you write a blog post or email campaign that has information that’s valuable to them? My guess is yes to at least one of those.
So yes, you serve your customers. Everything from their first contact with you (finding you on social media, Google, or at your storefront) to their purchase and beyond is part of their customer experience, and ALL of the touchpoints in between are opportunities for you to give them great service and an experience that helps to transform their lives. This is a HUGE opportunity for you, don’t miss it or dismiss it as forgettable!
One thing I love to dream about and plan is how I’m going to LOVE and SERVE my customers in my photography business. But you’re able to do this in absolutely any market or service, whether you have an online business or a brick and mortar store. This applies to YOU, my friend.
Personally, this is what my current customer service plan includes, in case you’re looking for ideas and examples to get started thinking about your own customer experience:
In a nutshell, these are just a few customer service principles you can start implementing right away today!