The front lines of your company are represented by customer support. When it falls short, so does the perception of your entire team. We recently ran into a situation with subpar customer service (to say the least), which was a teaching moment for us all.
Rather than being condescending, always treat people at a higher level. Always provide value and be helpful. As straightforward as it may sound, many brands are extremely lackluster when it comes to treating customers with respect.
Don’t be that brand; always embrace helping customers to the best of your ability.
[Transcript]
Hello, Greg Taylor, Trinity Web Media. Hey, just want a quick tip, I just had a terrible client experience being a me being a client. And then it turned into a great experience. So moral of the story, without going into details more of the story, you know, a lot of stuff that we do in marketing or web development, or it was totally out of my realm. It’s not rocket science, right.
But the worst thing to tell somebody who’s struggling with said issue is telling them that, or the way that what they told me was, bro, it’s not rocket science, you should know this. Well, that’s also cool, because what happens is you I operate our business and with our client says,
You know what, you know, but you also don’t know what you don’t know. And in this case, I didn’t know it was simple settings for an SMTP email exchange from a WordPress site. So I didn’t know their settings, and how would I know their settings? So telling me that it’s not rocket science? I understand it’s not, but I still need the information.
So going back to like, what we always talk about me, and, you know, Chuck Reynolds, and a lot of those guys, you know, I talk about often from Gangplank, and my think tank is, you know, be helpful. How can you be helpful, you know, telling me, it’s not rocket science, science is not helpful getting me the answer, or telling me where to get the answer or how to get the answer. That’s extremely helpful.
Remember, even when you’re having the worst of days and the roughest of days, what you do. And what seems very easy to you may not be easy for everybody else. And a lot of times, it’s not easy because of the availability of information. So treat everybody with respect treat everybody would, you know, treat everybody as if they know, a rudimentary amount of knowledge. And then let them say, Okay, well I know about that, or no, I don’t know about that. Please tell me more.
You know, the more that you treat people with respect and through conversation and understand what they know, and what they don’t know, the better the engagement is gonna go. Now I know mansplaining is a thing. That’s something that you know, a lot of people need to be conscious of. But it’s one of those things where it’s just like, you don’t have to go into all the details you know, any any details or ask somebody Hey, do you know about this or don’t you when they say yeah, I know about it cool. Move on to next point go to a higher level.
So I think, like that, go to a higher level, treat people at a higher level, communicate with at a higher level. And you know, I think that you’re gonna see your business grow. So hey, thanks for checking us out. A little bit. rambley here, but my man Nate, you need a video because he’s going on vacation.
While I’ve known Greg for years from our time together in the marketing scene, I’ve only recently had the chance to work with Trinity Web Media on a client project. Not only was the team professional and their work spot on, they were amazingly quick to respond and required very little hand-holding along the way. I chalk that up to their past experience and a deep understanding of best-in-class services.
I have hired Greg and the Trinity team multiple times for work on my own websites, and have also hired them to work on behalf of multiple clients. He is simply a pleasure to work with, in every respect. Smart but without the giant ego of some developers, Trinity Web Media works with his clients to achieve their vision in the best way possible — with careful attention to their interests, and thoughtful recommendations based on his expertise. • Susan Baier – Founding Marketing Strategist – Audience Audit