Follow Bill Linkedin Twitter Facebook
Email Bill Email
Marketing & Sales
Jun 23, 2017

Friendly Is Free!

Sponsored Content provided by Bill Hunter - President & Creative Director, Wilmington Design Company


My family and I visit the same Mexican restaurant at least once every week. Sometimes they’re out of my favorite beer, sometimes the music is a little too loud, and sometimes the wait for the food is excruciating.
 
But we keep coming back, week after week.
 
Why?
 
The answer is simple. This restaurant excels in a business practice so common sense that it is often overlooked and underemphasized: kindness. We are greeted by name and with beaming smiles, and by the time we leave the restaurant we are happier by association.
 
Businesses are often so focused on large-scale operations and their bottom line that they forget to think about the quality of their customer service. Excellent customer service is what will retain customers, make lines wrap around the building, and make word spread like wildfire about your business. Best of all, most of the things surrounding customer service are 100 percent free.
 
Far too often, companies pour cash into online marketing and advertising efforts, only to drop the ball when it comes to following up with leads and connecting on a personal basis with interested consumers. The focus of a successful business should still be about personalizing customer service, even in an increasingly digital world.
 
Translating online inquiries into client relationships is becoming more and more important. Businesses looking to connect with digitally savvy clientele will have to step up their online customer service to keep pace with the ever-changing tide of business.
 
So what does “friendly” mean online?
 
Being friendly online should be a priority for your business.
 
Three steps you can take today to improve customer service online are:
 

  • Responding quickly
  • Adding personalization
  • Being available on the phone, not just via email
 
Responding quickly shows your customers you are available for them and are putting them first. A response within 24 hours is respectful of your clients’ time and tells them you are prioritizing their inquiry.
 
Personalization in service makes the customer feel valued and appreciated. Adding a kind, personal greeting to your response allows you to connect with the customer and will set you apart from those who reply with uniform, cookie-cutter automation.
 
Being available by phone and email adds yet another personal touch and shows you are dedicating your full time and attention to meeting a client's requests. In an age of endless automation, it is reassuring to a customer that there is a friendly human being on the other end of the line.
 
All three of these simple steps communicate what kind of company you are behind the computer screen. Practicing friendliness goes hand in hand with going above and beyond for your customers, and they will thank you in return with their continued business and by recommending your services to friends and family. You might have the best product on the market, but the line of customers will get shorter every day if they do not feel valued and are not treated with kindness.
 
Being friendly is your greatest asset and most readily available tool in your toolbox. Remember, friendly is free. Actually, friendly is the free-est.

Bill Hunter and the WDC team believe that honest business and innovative design go hand-in-hand. Their talented team of designers, marketers and developers are as diverse as our work. They offer a range of services, including marketing strategy, branding and creative web and application development, as well as digital marketing solutions specific to your business. Contact Bill at [email protected] or visit  www.wilmingtondesignco.com.  
 

Other Posts from Bill Hunter

Wdc 300x250 growyourbusiness
Ico insights

INSIGHTS

SPONSORS' CONTENT
Lyleheadshot2017 1251720228

The Key To Fundraising Success

JC Lyle - Wilmington Area Rebuilding Ministry
Carolinemontgomery4

KPIs: Finding Your True North

Caroline Montgomery - Adam Shay CPA, PLLC
Aaeaaqaaaaaaaaidaaaajdhiztrkodm0lte2yjetngrkmy1hotrmltawmdvlmwqyztmymw

Masterstroke — the Art of Venture Creation

Diane Durance - UNCW Center for Innovation and Entrepreneurship

Trending News

In Downtown Wilmington, Dupont Circle Restaurant To Open 2nd Location

Cece Nunn - Dec 3, 2019

At Mayfaire, Brunch About To Be Served

Jessica Maurer - Dec 4, 2019

Real Estate Firm Opens Office At Mayfaire Town Center

Cece Nunn - Dec 4, 2019

Economist Highlights Regional Growth, Opportunities At Annual Wilmington Scorecard

Christina Haley O'Neal - Dec 3, 2019

At ILM, Airlines Report Big Boost In Holiday Passengers

Cece Nunn and Christina Haley O'Neal - Dec 2, 2019

In The Current Issue

MADE: Mounting An Expansion

Grunt Tough is a software and traditional manufacturing company; products are made and distributed out of its Wilmington facility....


Hard Labor: Employers Face Strained Searches For Workers

Some businesses are struggling to find qualified workers in a tight labor market, and the Cape Fear region is feeling the effects....


Sport Attracts Players To Leland

When you want to socialize and engage in a multi-generational activity, Leland has a place to go: the House of Pickleball....

Book On Business

The 2019 WilmingtonBiz: Book on Business is an annual publication showcasing the Wilmington region as a center of business.

Order Your Copy Today!


Galleries

Videos

2019 Health Care Heroes
August 26, 2019 Power Breakfast: A Healthy Sale?
2019 WILMA Leadership Accelerator
2019 WilmingtonBiz Expo Keynote Lunch - CEO, nCino, Pierre Naude`