Customer Service Done Right

Are you a stickler for receiving top notch customer service? Do you routinely “come through” as a provider of exemplary services to your customers? If you answered “yes” to both questions, then chances are you have been greatly disappointed at one time or another regarding the service you received from a salesperson, an internet hosting company, a hair stylist, or any one of thousands of different service providers. Frankly, customer service in many areas — retail, for one — isn’t what it used to be. However, where there is poor customer service there is also a great opportunity. Read on and I will explain.

Service That Goes Beyond Expectations

Let’s say you are in a field that routinely provides so-so service to customers. It could be that customer expectations are low and no one expects top notch service. Maybe most customers are simply “price sensitive” and could care less about how fast or how well you deliver. However, you can bet that there are a percentage of customers out there who appreciate service that goes above and beyond the industry standard. These same customers typically will pay a little extra for service that really serves them. If you can tap into this customer base, you can create a niche, raise your prices, and make more money in the long run.

Providing A Bit More To Make More

Depending on your industry, you could command a price premium of 10-25% over the average provider. That may not sound like a lot, but it could spell the difference between eating hamburger or eating steak. I don’t know about you, but I would prefer eating steak!

Working Hard Pays Off

Naturally, providing a high level of customer service means you will have to break a sweat. You may have to happily redo [its all in the attitude, baby!] or improve on an existing project in order to satisfy a good paying customer. This is what sets you apart from the pack.

Settling For Average

If you are satisfied with the “status quo” then that’s okay too. Just don’t expect to have customers beat down your doors with work.

At least the better customers will not!

This article originally appeared on this blog in April 2006. It was modified slightly and pushed forward for your reading enjoyment.

Things NEVER To Say To A Writer

I have been writing professionally now for nearly 15 years. The first 11 years I worked as a technical writer for an aviation company, then I started my own business after being laid off from that company. Even prior to that time I wrote newsletters for a nonprofit entity for three years and have always had my hand in some sort of business or personal writing. In short, I am no novice to the world of writing.

Initially, I marketed myself as a technical writer while establishing myself in the realm of web design. Eventually, I tossed the technical writer side of my business and began to slowly concentrate on creative and business writing, specifically for freelance work. Today, as it is probably apparent to mostly everyone, my chief work is article writing for web sites, ezines, and print publications. Sprinkle in the occassional web content writing work and all of this makes up the bulk of my writing work.

People Usually Come To Me

Much of my work comes from people who discover my web site, read samples of my work, and decide to contact me for a quote. Typically, these people are my best customers as they have a pretty good grasp about what I do, the subjects I cover, and the amount that I charge.

On the other hand, I also supplement my customer base with customers I find through a certain online freelance site — Guru.com — and therein lies some of the most challenges. Specifically, because that site is so huge, the quality of the jobs and the people who post them can be all over the place.

Lowballers Are A Killer

You have the bottom feeders who want you to crank out a massive amount of articles for just a few bucks each as well as serious candidates who are looking to build up their business through quality web content and more. It is this latter category of “employers” I aim to work with, but not all of them are what they say that they are either.

In all things, I try to maintain my sense of humor as there is little in life worth getting upset over. Still, I marvel at some of the comments I receive from potential clients, especially when coming to grips over setting a price.

The following are some of the not-so-favorite comments I have received regarding work:

1. “I don’t have much money to spend, so please keep that in mind when placing your bid.”

Translation: I want high quality work, but I don’t want to pay you for it.

2. “Please rework your bid. My last person wrote these same reports for $95.”

Comments: Perhaps that is why this person no longer works for you. Too little bit of money for too much work.

3. “Do I get a discount if I order more articles?”

Answer: Um, any discounts I may have given to you are already included in the price.

4. “I need these articles in a hurry. I apologize for not telling you ahead of time. Can you do them this weekend?”

Translation/Comments/Answer: No, no, no! Seriously, poor planning on your part doesn’t make it an emergency on my part. I rarely work on projects through the weekend. I have a family and “emergency projects” intrude on the time that I spend with them. Please explain your “emergency” to my wife and children.

Some of the funniest projects I see listed involve those where it is obvious that the person wants a job done for a few dollars and isn’t too concerned about grammar, writing skills, etc. At least they are honest: poor quality is acceptable for them.

Now, if I could only convince the bargain seekers to stick with quality from the get-go….