I've been designing for over thirteen years, but I'm always learning. That's sort of a mantra for me. I'm always learning how to be a better designer, but more importantly I'm always learning how to be a better customer servant. Joel Spolsky has written an excellent article called Seven Steps to Remarkable Customer Service. I've read it over thirty times since February, and it's on my short list of marketing articles that I just keep going back to re-read.
As a consumer, I find myself 'Amen-ing' every single one of Joel's points. As a designer and business owner, I know that every single one of them are true. Take number three, for example: "Make Customers Into Fans." Joel writes:
When customers have a problem and you fix it, they’re actually going to be even more satisfied than if they never had a problem in the first place.
I've always been a very brand-loyal person. When I find a company I like (and trust), you'll find me recommending them to all of my friends and family. Everyone messes up every once in a while, and I understand that no company is going to be perfect. But what really gets my attention are companies who acknowledge a problem, fix it, and do whatever they can to keep my recommendation. Even better are the companies who do so not soley to keep me as a customer, but more importantly, because it's the right thing to do. Companies and organizations like that make me sit up and take notice.Comments (0)
Firewind Productions
http://www.firewindproductions.com/article.php/sevenstepstoservice