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.”
Yes, yes you are.
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.
Quick Tips
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:
- Quick communication: A good rule of thumb is to always strive to return my customer’s emails and phone calls within 24-48 hours, or sooner. If I’m out of town or not able to respond as quickly, I let them know!
- Empathy: Understanding their mindset and meeting them where they are at, as often as possible, while still upholding your business values. Anticipate their needs and hesitations even before they voice them. HINT: this step become easier once you have nailed down your ideal client!
- Set expectations: The clearer you can be with your customers the better. No need to overwhelm them with information, but in the onboarding process, slowly give them bits of information that helps them be an informed buyer and client. This way you can both be very clear on what to expect, and what they get from working with you or buying from you!
- Underpromise and overdeliver: Always give your customers something to look forward to, surprise and delight them! For example, tell them their order will be completed in a certain timeframe, and aim to deliver it several days beforehand. Give them a little extra, whether it’s a handwritten note thanking them for their business, or a shoutout on social media, small gestures can cost you little to nothing yet make their experience memorable.
In a nutshell, these are just a few customer service principles you can start implementing right away today!
