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Hi reader,

We’ve all had bad customer service experiences. Stuck on hold forever, listening to that awful elevator music. The unhelpful automated responses. But I recently had an experience that REALLY tested me to my limits. 

The other day I wanted to buy some shoes from a well-known brand. I had a quick question about sizing so I hopped on the live chat, figuring I'd get a quick answer and be done with it.

Guess how long it took to get a response? 25 HOURS! And then because I didn't reply immediately, they closed my ticket! 

Me being me, I wrote back, and guess what? Ticket closed again.

Finally, the agent explains that they're only given 10 minutes to resolve a ticket before it automatically closes. 10 minutes!! 

This is the kind of nonsense that's driving customers away. And it's happening everywhere.

Today’s advice to grow your business

Deliver the kind of service that can't be beat.

My story is a perfect example of how not to treat your customers. That company lost a $500 sale (and a customer for life) because their service was slow, impersonal, and unhelpful.

But the biggest issue? They set the wrong expectations from the start.

Like most people, I assumed that a live chat would get a quick response. Nowhere did they say "Hey, we might take a day or two to get back to you."

Be upfront about your response times. If you can't answer emails immediately, let people know. If your phone support has limited hours, make that clear. 

Really, it all comes down to communication and basic human decency.

Here’s how this will benefit you

Win over customers who are tired of dealing with the big guys.

Big companies rely on brand recognition and marketing budgets. But you can offer something that they can’t: personalized, people-centered customer service. Make it your differentiator.

Doing this will help you attract customers who are fed up with the big guys and craving a more human experience. People are tired of long wait times, automated responses, and feeling like just another number. They want to feel heard and valued.

If you focus on offering helpful, personalized service, you'll become the obvious choice. They'll choose you every time, not because of your fancy logo or clever advertising, but because you make them feel like they matter.

Earn the kind of trust that leads to lifelong customers.

Delivering consistent, top-quality service is one of the best ways to build trust. Every positive experience a customer has with your company strengthens their belief that you're reliable, competent, and care about their needs.

When you answer their questions promptly and thoroughly, they learn they can rely on you for accurate information and support. When you go above and beyond to solve a problem, maybe even exceeding their expectations, they realize you're truly committed to their satisfaction. 

These positive interactions, big and small, accumulate over time, creating a powerful sense of trust. Customers begin to see your company as a trusted partner, a reliable resource, and a go-to solution for their needs.

Your first step

Block out dedicated time in your schedule to help your customers.

It's easy to let customer service slip through the cracks when you're juggling a million other things. But those other things might not matter if you're not taking care of your customers. Investing time in building relationships with them will have a bigger impact on your revenue than almost anything else you do.

So here's what I want you to do: 

Block out a specific time each day, or each week, dedicated specifically to connecting with customers. Maybe it's 30 minutes every morning to answer emails. Or maybe it's an hour on Friday afternoons to return phone calls and follow up on any outstanding issues. Whatever works for you, just make it a non-negotiable part of your schedule.

During that time, your focus is 100% on your customers. Answer their questions thoroughly, resolve their issues, and go the extra mile to make them feel valued.

Give it a try and let me know how it goes.

Best,

Jono

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