Hi Natalie! Can you share with us how to provide better customer service when you own a larger business? I’m a one person show right now, but like to grow to serve 5000 customers a year – eventually. What would you do to ensure “top of the pops” customer service at all times? Curious about your tips and thoughts. -Astrid
Thank you for the question. I believe it’s always easier when you’re a small company to provide exceptional customer service and build personal relationships with your customers. When you’re just starting out with a small clientele you have the time to spend getting to know them and building a strong relationship. As you grow it will be more difficult but just as important to provide an exceptional experience for your customers each time they interact with your business.
I think email marketing and social media makes it a lot easier to maintain customer relations as you grow. There are many companies who field questions through Twitter now and email marketing companies like Aweber make it so easy to send autoresponder emails and newsletters to your growing customer base. I use Aweber for my business and I absolutely love the service and how easy it is to use. I’m able to customize the look of all the emails that get sent out as well so they stay consistent with my brand. This is also what I use to send out the She Takes on the World newsletter (you can see the widget in the side bar to the right).
Last, to effectively serve 5000 customers annually you will need some help! You may want to look for a virtual assistant. I can personally recommend Lissa Duty and she focuses on internet marketing. You can also try looking on elance for virtual assistants that meet whatever needs you have moving forward. Just make sure that whoever you choose to work with understands your vision and expectations for how you want customers to be treated.