Have you ever made a repeat purchase of a new, relatively unknown product simply because of the incredibly good after-sales support? The customer support call center staff were so accommodating that it made the power tools seem like they were the best—even better than your trusted brand.
A tried-and-tested microwave oven brand, for instance, can lose customers down the line if its after-sales support wasn’t up to customers’ expectations.
On the flip side, its not-so-known counterpart might just steal the show by providing fantastic tech-support, when it counts the most.
Your growing business can be like that “unknown-turned-success” brand by making sure that your staff gives your product the best name possible. Your tech support team, for instance, needs to be accessible to a wide range of clients at all times. Open up those emails, keep the phone lines free, and do what it takes for customers to reach you, hassle-free.
When they do reach you, make it a point to listen to what they have to say—whether good or not-so-good. If they’ve got an issue, help them resolve it as soon as possible. And be with them every step of the way. The key is to treat them not as mere customers, but as friends of the business.
With friendly and caring people, your product, no matter how small, can become a smash hit.
