Customer Service 101

Have you ever had a really bad customer service experience?  I’m sure you have.  I could tell stories all day about the different kinds of customer service that I’ve experienced from very good to very bad.  But it’s always the very bad ones that get me riled up.  Like blood boiling riled up. *See end of article.

Customer service is common courtesy.  I just don’t understand why some people don’t get it.  Today I had a very poor experience with customer service, which reminded me of just how important the whole customer experience is to me.  I expect to be treated with the same respect that I would give to any one of my customers.  I’ve been brewing over this all day and thinking about how it relates to my career as a blogger.

Who is a blog’s customers?

An average blog experiences many different types of customers.  You’ll have the customers who are just “shopping around”.  They might visit the website once and then forget about it; or they might be first-time visitors.  These customers are still very important in the daily life of a blog.  Traffic is traffic.  You still want these customers to have a pleasant experience, but know that your site is not necessarily what they are seeking out information-wise.  Plus, you can’t determine from a visitors first visit if they will be returning or not at that point in time.  Be responsive to all customers; make it a positive experience.

Then you have the customer who comes to check out your site a couple of times a month or weekly.  They are regulars.  You come to expect them to visit; but don’t take their readership for granted.  Although they may not check out your website daily, they try to catch up when they have the opportunity.  Make sure that your site is user friendly with archives so that these users can quickly view your most recent articles to find posts of interest to them.

The daily visitors are always the stand-out customers.  Much like a high-end department store appreciates their customers with the never ending bank accounts, blogs are appreciative of the consistent traffic and value add that these daily blog followers give them.  However, it’s very important not to play favorites with your customers.  Nothing turns off a first-time or occasional visitor than feeling that their presence doesn’t matter.

What Can I do to Provide Customer Service to my Blog Customers?

Be responsive.  I know that sometimes it may seem easier said than done, but do your best.  That’s all your customers can ask of you.  But when you get a request from a customer try to put yourself in their shoes.  Ask yourself a few questions before responding.  Is it time sensitive?  Does the response require a significant investment of time and energy?  These should factors should be considered into the level of responsiveness required.

Be consistent.  Your customers expect information at intervals determined by you.  If you usually blog daily, then try to keep up this schedule or if it’s unrealistic for you, let your readers know by posting about what is going on.  If they feel informed, they won’t get turned off or feel put off as easily.

Be informative.  Give your customers more than what they ask for.  Provide them with additional resources to find out more information on topics, even if it means pointing them toward the competition.  I haven’t met anyone yet who hasn’t appreciated an informed person who has proven to be a credible source of information.

Lastly, Reciprocate.  Be conscientious of the customers and commenters to your site.  Try to visit their site often as well to add value to their site.  You appreciate their insight, so why not share the love and visit their site in turn?  It’s only fair… remember, common courtesy goes a long way!

Do you feel that customer service is common courtesy?  How do you cater to the customers of your blog? How does bad customer service make you feel?  Alternatively, how do you feel when you’ve had a great customer service experience?

*Instead of ranting and raving about the actual experience, I’ve chosen to learn about what I can do to ensure that this is never the type of customer service that I provide.  All names have been omited for the sake of the customer service provider.