Internet Marketing: Web Design and Development Businesses Exceptional Customer Service is the Name of the Game
Internet Marketing: Web Design and Development Businesses Exceptional Customer Service is the Name of the Game
Complaint #1: Poor communication
Communication continues to be an even greater challenge when technology enters this process. Emails lay unanswered or ignored while customer dissatisfaction grows. With business competition even more intense, small business companies that wish to grow cannot ignore this issue.
Complaint #2: Poor response rate
A timely response builds customer loyalty which should be the ultimate goal of every small business web design or web hosting provider. Through the click of a mouse, the old adage of customer satisfaction being everything has definitely changed.
Complaint #3: Abdication of any responsibility or "It's not my job, man!"
With reduced budgets and the 20th century belief system that money spent on employees was an expenditure and a loss on the bottom line instead of an investment and a growth to the bottom line, many employees lack the skill sets to accept responsibility and help your customers achieve satisfaction. Many involved in web sites utilize independent contractors to interns. Ensuring that these employees have the skill sets to respond proactively to customer service inquiries will increase business.
Complaint #4: Lack of understanding as to the customer's needs
This complaint stems from the top levels of management where the strategic plan (Who does what by when) including clear articulated core values has not been developed nor communicated. (See complaint number one.) Within this plan, the customers' needs should be clearly identified so that marketing and sales strategies are in alignment. Employees need to be developed beyond the basic training and development so that they have the interpersonal skills to effectively work with the clients’ needs.
Complaint #5: They promised me the "moon" and all I got was the "pits."
With referrals being the strongest source for new sales, businesses lose incredible opportunities to build referrals when they make false promises. Learning to say no may in the short-term result in decreased sales, but in the long term will create sales through referrals.
If you are an Internet vendor such as a web hosting site or web developer and you wish to quickly double your business, possibly the quickest way is to make sure that you address these five complaints. By taking such directed action, you will be the lone, brightly shining star in your niche market and word will quickly spread about your excellent customer service.
Internet Marketing Web Design and Development Businesses Exceptional Customer Service is the Name of the Game - To learn more about this author, visit Leanne Hoagland-Smith's Website.
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If you as a small business owner have a web site and need to deal on a regular basis with a web hosting provider, web development company or a web site design vendor, you may have experienced less than stellar customer service. Recently, I have engaged in 5 very long detailed conversations about the poor customer service being delivered by web developers and web site hosting companies. All of these conversations shared exactly the same complaints and what’s even more interesting in the exact same order.
Complaint #1: Poor communication
Communication continues to be an even greater challenge when technology enters this process. Emails lay unanswered or ignored while customer dissatisfaction grows. With business competition even more intense, small business companies that wish to grow cannot ignore this issue.
Complaint #2: Poor response rate
A timely response builds customer loyalty which should be the ultimate goal of every small business web design or web hosting provider. Through the click of a mouse, the old adage of customer satisfaction being everything has definitely changed.
Complaint #3: Abdication of any responsibility or "It's not my job, man!"
With reduced budgets and the 20th century belief system that money spent on employees was an expenditure and a loss on the bottom line instead of an investment and a growth to the bottom line, many employees lack the skill sets to accept responsibility and help your customers achieve satisfaction. Many involved in web sites utilize independent contractors to interns. Ensuring that these employees have the skill sets to respond proactively to customer service inquiries will increase business.
Complaint #4: Lack of understanding as to the customer's needs
This complaint stems from the top levels of management where the strategic plan (Who does what by when) including clear articulated core values has not been developed nor communicated. (See complaint number one.) Within this plan, the customers' needs should be clearly identified so that marketing and sales strategies are in alignment. Employees need to be developed beyond the basic training and development so that they have the interpersonal skills to effectively work with the clients’ needs.
Complaint #5: They promised me the "moon" and all I got was the "pits."
With referrals being the strongest source for new sales, businesses lose incredible opportunities to build referrals when they make false promises. Learning to say no may in the short-term result in decreased sales, but in the long term will create sales through referrals.
If you are an Internet vendor such as a web hosting site or web developer and you wish to quickly double your business, possibly the quickest way is to make sure that you address these five complaints. By taking such directed action, you will be the lone, brightly shining star in your niche market and word will quickly spread about your excellent customer service.
Internet Marketing Web Design and Development Businesses Exceptional Customer Service is the Name of the Game - To learn more about this author, visit Leanne Hoagland-Smith's Website.
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Jeff FosterWebBizIdeas.com is a Minneapolis website design company founded to help people start an internet business by providing them with website, business, and internet resources that help foster the growth of successful online businesses and develop innovative Internet business ideas. We specialize in internet consulting & internet marketing. - Visit Jeff Foster's Website |
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Dave KurlanDave Kurlan is the founder and CEO of Objective Management Group, Inc., the industry leader in sales assessments and sales force evaluations, and the CEO of David Kurlan & Associates, Inc., a consulting firm specializing in sales force development. Dave has been a top rated speaker at Inc. Magazine's Conference on Growing the Company, the Sales & Marketing Management Conference and the Gazelles Sales & Marketing Summit. He has been featured on radio and TV, including World Business Review with General Norman Schwarzkopf, in Inc. Magazine, Selling Power Magazine, Sales & Marketing Management Magazine and Incentive Magazine. He is the author of Mindless Selling and Baseline Selling – How to Become a Sales Superstar by Using What You Already Know about the Game of Baseball. He created and wrote STAR, a proprietary recruiting process for hiring great salespeople, and he writes Understanding the Sales Force, a popular business Blog and is a contributing author to The Death of 20th Century Selling and 101 Great Ways to Improve Your Life, Volume 2. - Visit Dave Kurlan's Website |
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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Stephanie RobeyStephanie Robey is President and CoFounder of Pivot Positive, LLC - an Internet marketing business focused on helping people start work at home ventures. Previously, she was employed at The Search Agency with over 20 years experience in graphic design and 10 years experience in online marketing. She was responsible for launching the Conversion Path Optimization (CPO) unit where she and her team have conducted hundreds of optimization tests for online companies across multiple verticals. She is a successful entrepreneur having started and sold 2 companies and remains on the board of directors of the third, PhotoSpin.com Stephanie began her career in the direct marketing realm creating and producing direct mail for many of the major cable television companies and directly attributes her understanding of Internet marketing to those early offline experiences. Stephanie is a graduate of San Diego State University with a BFA in Graphic Arts and also holds an Executive MBA from the Graziadio School of Business and Management at Pepperdine University. Read Steph's Blog Meet Steph and Dave Sign up for our Free 7-Day BootCamp: Self Employed & Rich - Visit Stephanie Robey's Website |
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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Staging DivaDebra Gould, aka The Staging Diva®, is President of Six Elements Inc., an internationally recognized home staging company. Inspired by many requests from aspiring home stagers wanting to start similar businesses, Gould created the Staging Diva Home Staging Business Training Program. Gould has trained over 1000 Staging Diva Graduates worldwide to start staging businesses. Buying decorating and selling six of her own homes in four years lead to an interest in real estate staging which she turned into a career with the launch of sixelements.com in 2002. Since then she has staged hundreds of homes in addition to teaching home staging training. Gould is the author of several home staging resources including a series of popular ebooks made up of a Design Guide, Color Guide and Portfolio Guide. For more information about Debra Gould visit stagingdiva.com. - Visit Staging Diva's Website |
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John PowerJohn Power, founder of Biltmore Franchise Consulting, has extensive experience developing and marketing franchises and business opportunities. He has been in and around franchising for over twenty years. From 1980 through 1990 he conceptualized, organized, and developed the American Video Association. He grew AVA to 2,000 national members, before selling the company it 1990. It was later merged into another home video marketing company. From 2000 to 2005 he worked as a contract marketing and human resources consultant to several local and national companies. In 2005 Mr. Power began working as a franchise development consultant on a full-time basis. Since that time he has helped more than three dozen companies initiate and develop their franchising program. He notes that there are many companies interested in developing a franchise program, and who need his specialized assistance. Mr. Power is a “hands-on” franchise consultant. He said, “I am the ‘nuts and bolts’ person who tends to the details for my clients.” Mr. Power holds a B.S. degree with a major in Marketing. See: www.biltmorefranchise.com You may contact Mr. Power at: jpower@biltmorefranchise.co - Visit John Power's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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