Do You Respond to Customers?

When a customer contacts you, do you respond back to them?This sounds like an insane question, right? Of course you respond when a customer calls you. Why even ask such a silly question?

I received a voice mail from a customer the other day, and when I called her back she told me that she had tried to call a few other distributors before me, but I was the only one who returned her call. That blows my mind. Do you respond to customers, or prospective customers, when they contact you?

Do you give away money?

$Thank You$

First of all, I don’t know who the other distributors were who didn’t call her back, but I want to give them my heart-felt gratitude. If any of them had bothered to call her back then she would have probably ordered with them and they would have earned the profit and commission. Instead, it’s mine, and I’m deeply grateful. She was a very nice lady and deserved the best in customer service.

This was not the first time that I’ve heard this story from a customer. I’ve heard it far too many times over the years and it boggles my mind every time. Why would you be in business as a distributor and not call someone back? Especially when the message said “This is what I want. I’m ready to buy.” It’s easy money.

1 customer well taken care of could be more valuable than $10,000 worth of advertising. - Jim Rohn Click To Tweet

How to Respond to Your Customers

There should be a variety of ways that a prospective customer can reach you. As a Nikken distributor, I can receive leads through Nikken’s website via their contact form or my phone number on my distributor page. I can also receive messages through my own website by phone, email, or comments left on any of my pages or blog posts. I sometimes get messages through Facebook or Twitter as well. It’s great. You want it to be easy for your customers to contact you.

I usually respond to them through the same medium that they contacted me unless they specifically request something different. I will respond to messages that came through Facebook or Twitter by replying directly to the message and suggest that we take it to email because that’s easier for me.

Messages through Nikken’s contact form and comments on my website I will reply to by email. I may also reply to website comments in another comment if I think other visitors to my website may benefit from the question and answer, like if it is a question about a product.

Emails get an email response unless they say they are ready to buy and give me a phone number so that I can call them. I like email because it gives me a complete record of the conversation and I can thoroughly think out my response and have the luxury of crafting it as I go. You don’t get that with the phone.

Courteous treatment will make a customer a walking advertisement. - J. C. Penney Click To Tweet

Handling Customer Phone Calls

I’ll admit it right here. I really don’t like the phone. I only use it when I have to. I will handle everything I can through email for the reasons that I just mentioned. I use text messages to exchange information with my wife when she’s at work. I use Skype to talk to my parents and to work with the people that I’m helping to take their network marketing businesses online.

Google Voice

Customers are pretty much the only people that I talk to on the phone. The phone number that I display on my website is a Google Voice number. I love Google Voice. When a customer dials my phone number, Google answers, records the call (voice mail), and attempts to transcribe the call. Then they email me with the transcription and a link to the recording.

The transcription isn’t great and it can be very entertaining sometimes when I try to read the email. In Google’s defense, most cellphone calls aren’t that clear to begin with and Google’s dictionary probably doesn’t include very many of the product names that my customers are calling me about.

That’s right, I turn my incoming calls into an email. It’s more convenient. I can’t help my customers if they call me while I’m doing my grocery shopping or if I’m out having fun with my family. I don’t have an internet connection in those cases, so I’m limited in what I can do and would probably end up having to write down their number and call them back once I got home anyway.

Customer service is an attitude, not a department. - Mo Hardy Click To Tweet

Scheduling Phone Time

One of the tips that you sometimes here from time management gurus is to schedule certain times of day when you replay to phone calls and emails. I think it depends on what you do. If you get a lot of phone calls and you do work that requires for focus for extended periods of time, the I think scheduling time to handle the phone and email is a great idea.

I don’t usually spend more than thirty minutes or so on any given task at a time and I don’t get a lot of email (other than spam) or phone calls, so I generally clear out my email when switching between tasks. That allows me to get to any customer contacts in a reasonable amount of time so that I can make sure that I’m giving the best customer service that I can.

How Do You Take Care of Your Customers?

Those are my thoughts and how I take care of my customers. It doesn’t appear that everyone in my company, or in network marketing as a whole, agrees with that.

What are your thoughts on providing customer service? Do you call back right away, at scheduled times, or not at all? Share in a comment below. I would also appreciate it if you would take just a moment and share this with your followers on Facebook and Twitter.

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4 Responses to Do You Respond to Customers?

  1. Hey Ben,
    I love this post since it is the epitome of all businesses. If there is no care or customer service, there is no leg to stand on.

    I like to get back to people as soon as possible. I love helping people out and find myself almost addicted to it because it feels so good to be of service no matter what choice they make.

    I do at times notice businesses that don’t respond or that don’t take every opportunity to become creative to find out what the person needs and wants.

    When I worked full time in retail BC (before kids), I loved helping solving people’s problem. I love offering solutions, not to make money but because I enjoy the challenge and being on the receiving end of giving is such fun.

    If you don’t care or don’t have good customer service, the energy is simply not there and so the business don’t really thrive they just survive.-Great post-Jennifer
    Jennifer Giacoppo recently posted..“I am failing and it is good!”My Profile

    • Ben says:

      Hi Jennifer. You’re comment doesn’t surprise me at all. I think it’s the same reason that you communicate through video on your blog and on Facebook. I don’t get a lot of phone calls because my website handles most of the questions that people have and they can order online. The phone calls I do get are usually older people who aren’t comfortable with the online experience. For the most part they are very friendly and I enjoy taking the time to talk to them. It’s a rare chance for me to step out of the online world and interact directly with real people too.

      Thanks for the comment Jennifer.

  2. Ben — as a writer I don’t have a lot of customers because I’m not in the retail business. But I can assure y0u than when a client does call or write, I answer forthwith!

    • Ben says:

      Thanks for the comment Jeannette. Whether you call them clients or customers, the income you generate comes through the service that you provide to others. More importantly, the people who contact you are real people and deserve getting a response.

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