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How to provide the best customer service


I’m sure you’ll find hundreds of articles if you Google how to provide the best customer service. Those articles will be full of tips and tactics, disciplines to follow, software tools to use, etc. This post is not about tips or tactics. It’s about a simple philosophy. Ok, I’ll not stretch too long, but here is a simple secret to provide the best customer service –

Treat your customers the way you want to be treated by other businesses, and you’ll be naturally providing the best customer service.

That’s it. Ok, I understand you might ask why do I believe this simple philosophy works. Let me share my recent experiences with you. In last month, we released monthly subscription plans to our appointment reminder software product. After launching these plans, I started getting more emails from customers regarding feature requests, pricing concerns, issues they’re facing, etc. Since that product is still majorly operated by me, I answer all of these customer support emails. And I follow one simple philosophy — put myself in the shoes of the customer and answer emails or treat them the way I want someone to treat me. That means writing detailed emails on how to solve the issue they are facing, or giving them extra free credits when inconvenience is caused, or refunding their money if they’re not happy.

Here are some of the testimonials we received in last 2 weeks –

“P.S. You provide excellent customer service. Thought you would like to know that.”

Here is one more –

“This definitely calls for me “advertising” for this app on my Facebook and twitter sites. That’s about 320 friends right there. And I can convince many of them that you guys have a price range for them, as u have many plans! so hopefully I can bring you more business. You deserve it PLUS I will be sure to let everyone know that you’re ALWAYS HERE for us with your first-class customer support. I know everyone appreciates that! ;)”

So far so good…but you might say that how this will work when your organization gets bigger…and you’ve to hire customer support professionals. Same thing. Just give your customer support professionals freedom and sense of ownership of your company. Just tell them that treat your customers the way they want to get treated by other businesses. Ask them to use common sense more often that some rule book.

Recently I experienced horrible customer service experience from American Express, ICICI Bank and a local Thai restaurant. At all these places, the customer support representative was just following the corporate guidelines, was thinking their profit, and was not really concerned about how customer was feeling. They had limited authorities to resolve my issues, and had common answer that they don’t have permission to fix certain things even though they thought it was right thing to do. They had to involve their supervisors, who also weren’t much of any help. Their apologies were also very fake and scripted.

It’s very valuable to get a new customer, but it’s extremely important to satisfy existing customers and make them your loyal fans. And the only way to do that is to be authentic and treat your customers the way you want to be treated.


Originally published at aditya.kothadiya.com on January 10, 2012.

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Thoughts on going after hot markets

I was discussing with one of my friends about our temptation about starting a startup in hot markets. Here are my brief thoughts on it –

In my opinion, at any given time, there are always more than 1 hot markets. “Real-time web” is one, so is “social-gaming”, and so is “iPhone apps”, and so there are many. The key is — you pick one market, and keep pushing your idea in that market. It’s easy to get distracted by other hot markets all the time. It’s very tempting to switch to other hot market just because few others became successful in that market. But when we notice such successes, and realize that it’s a hot market, there are many others who also notice it and realize that it’s a hot market. Also, after we switch to that market and before we really start making our impression into that market, it might be over competitive and too late, unless we’ve that kind of expertise and speed of execution.

I think the key to win based on hot market approach is — we need to be pioneers or early adopters of that market. We can’t be too late in the game. I think 2–3 years is late. But just being pioneers or early adopters of any hot market does not guarantee any success. It’s our relentless belief and persistence to stick into that market until people start believing that market might make us successful. We can’t just hop-around to hot markets before we really execute for long and well in one market.

On the other hand, I’m not saying we should completely ignore the trends of hot markets. The best strategy might be to see how can we leverage those trends for our existing idea and market. We need to see what we can learn from other hot markets, and how can we bring similar experience to current ideas. There would be more innovative opportunities on the intersection of two or more hot markets.


Originally published at aditya.kothadiya.com on March 14, 2010.