Just a few tips, feel free to add or give suggestions:
1) Take time to make professional replies. Make your customer feel like you care
. By explaining things thoroughly, instead of giving a brief response, you are not only giving off a professional atmosphere, you are also making the customer feel like they are important.
2) If you are the owner/CEO, take the time to do some menial work. If you're doing hosting, take some time and answer some simple tech support tickets. It may be good to show them that you are the CEO/Owner (with a signature).
to some of your clients over the phone. Unless you can't speak english or your voice sounds pre-prepubescent
, there is no reason to not talk to some of your clients on the phone. Many clients will feel much more at ease. I am not saying post a 1800 on your site and start offering phone support. I am only talking about select cases, ie talking to a client about to cancel, or someone requesting a phone conference.
4) When clients do cancel (let's hope not!), ask them why. I have yet to meet a customer who will not explain why. You may find many times it was nothing your company did wrong!
5) When you do something wrong
, admit it. There's no shame. Your mistake, your responsibility. Offer the client a few months of free service to make it up.
6) If you've had uptime issues, or the customer is not happy -- and you know it was your fault --- offer them 3 months of free service. More often than not they will stay. Customers do not like the hassle of changing hosting companies. Losing 3 months of revenue is definitely not as bad as no revenue from the client.
That is all I can think of right now. Hopefully this will help some of the newer companies -- older companies feel free to add or comment.