Something just happened to me that reminded me how important it is to remain in regular communication with your customers. A few days ago I placed an online order via a website I’d never used before, expecting to receive my goods the following day via first class post as the site stated.
When my goods still hadn’t arrived by day four, I revisited the company’s website to find a number to call. I was horrified to discover that there wasn’t one – just a postal address and an email link. Starting to wonder if I’d been scammed, I quickly sent an email requesting a refund – to which I received no response.
To my relief, the very next morning I finally received my goods. I emailed the company to let them know this, and also to express my dissatisfaction with their slow service, lack of a contact phone number and response to my email. Needless to say I still haven’t heard anything from them - and I certainly won’t be using their site again. So they have lost a potentially loyal client – and missed learning a valuable lesson.
Blogs, newsletters and marketing materials aside, regular communication helps build your brand. And customer care is fundamental in this. What’s more it’s a basic form of communication that doesn’t require any expertise. So take the time to look after your clients, because it could just pay dividends.
