The NeverEnding Story: why customer service should not stop when the site goes live

Customer service should be at the heart of every business because every business sells to, and deals with people. But excellent service shouldn’t just be available while initial business is being conducted or transactions made; it should continue long after your clients have closed their wallets. 

Leaving a client valued and respected will pay dividends for every business and not just the web-design industry.

Here are 5 reasons why customer service is vital at every stage of the client relationship and not just the beginning:

1.The way you treat your clients after you’ve delivered the initial service is more representative of your business than any mission statement. 

In truth, actions speak louder than words. Your website or manifesto may state you want to help businesses grow, enable them to become leaders in their field or just offer them a truly bespoke product that screams quality; what really counts is the quality you offer not just when things are going well, but when things go wrong. Are you there to help in any way you can and put their minds at ease? If so, that is a feeling that money cannot always buy.

2. Happy customers will refer others your way.

It’s all about the chain reaction. It’s not just customers who are happy with your product who will direct people to you. Customers who are happy with the way you’ve dealt with an enquiry, a problem or even a complaint are just as likely to recommend you.

Your customers can be your best, most reliable and above all, your cheapest form of word-of-mouth advertising, as long as you give them a great reason to do it. A good customer service experience may be all that separates you and your competitors who offer exactly the same product or service at a similar price. 

3. Customer retention is cheaper than customer acquisition.

Once a client is through the door, then great customer service will ensure they remain with you, and potentially buy or work with you again and again. This means your clients will have a higher lifetime value. 

A fantastic customer service team can build and maintain life-long relationships which add more value to your business than working with someone once and paying for more marketing to reach more ‘new’ clients. 

4. Customers are willing to pay more to companies who offer better customer service.

Customer service is so important, that companies would pay up to 25% morejust to know they are working with a brand they can trust that will deliver excellent service as and when required. If you know you offer excellent customer service, then know this is what customers are looking for over your competitor who may be cheaper. 

So, ensure you have lots of testimonials on your website or LinkedIn, letting potential customers know exactly how you will support them. It could be this that wins you the contract.

5. Reduces employee turnover

It’s not just your clients who notice the value of excellent customer service; it’s your employees too. When people work for an employer who provides excellent customer service, they are more engaged and driven in their work to ensure they match the same high quality being demonstrated by the business. If they love what the business stands for, then naturally they will become advocates and are more likely to remain with the company through challenges and economic changes.

In summary, customer satisfaction correlates to repeat purchases and revenue. 

It is the Rubix way (and should be the way all businesses operate) to think about what the client needs at the start of the buying process as well as understanding what they will need at the end. We know, and are confident, that because our customer service following the launch of a website is first class, customers remain loyal for a long time and refer new clients our way… 

…and the whole process starts again.  

Cover image by Elias Sch. from Pixabay