When Customers Attack
Cheap customers. Demanding customers. Customers that think they’re always right, even though they’re wrong. When you encounter situations that leave you frustrated, helpless and confused, do you retaliate or do you smile?
As much as it doesn’t have to be reiterated so often, customers are the heart of your business. Without customers, you wouldn’t exist. In a perfect world, people are rational and we all get along. But in the real world, things will go wrong, people will vent their frustration, and harsh words will be exchanged. How do you resolve customer frustrations, and turn your worse customers into your best clients?
Put Yourself in Their Shoes
The most obvious way of peeking into your customer’s perspective is by putting yourself in their shoes. Go ahead! Step out of your role as the high and almighty web host for a moment and put yourself in their shoes. See things the way they see them. Then ask yourself, if I were in this situation, how would I feel?
Web hosts that have a difficult time with customers can rectify this problem simply by seeing things from the other side. When any problem arises, ask yourself: how would I feel, and what do I expect out of the situation in order to make me happy?
Be Reachable
Whether you’re a small web hosting company with a dedicated customer service team, or a one person web host handling a number of clients, how easy is it for customers to reach you when they have problems? One of the most frustrating situations for a customer is encountering a problem they can’t solve, and not being able to get in touch with anybody. Use a toll free number, online live support, e-mail, forums, even give them the number to your mobile phone! Whatever it takes and whatever you are willing to do, make it happen!
Make It Easier
How easy is it to order web hosting from your web site? How soon is an account set up? When a customer wants to cancel their account, do you just throw their e-mail away, or do you actually cancel their account? It is surprising to hear from customers how many times they’ve encountered web hosts who do not do something as simple as cancelling a hosting request, or upgrading their account, or solving a simple problem. You’re not in the business of making web hosting difficult for your customers. Nor do you benefit. How many customers will refer their friends to your service if you make it difficult for them to get things done?
Solve Their Problems
There is no better way to turn your worse customers into your best clients than by solving their problems, and giving them a positive experience with your web hosting service. By being supportive when your customers need you, and providing them with unparalleled service, you will eventually reap your rewards. It is much cheaper to maintain an existing client than to gain a new one, so build that rapport and give them an experience worth talking about.
There’s nothing more rewarding than hearing your clients give you praise for making their web hosting experience such a fabulous one. It’s the best feeling in the world, and you deserve it.
Copyright © 2004 Johnder Perez
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