Customer Service is Marketing….
I know what you’re saying, Mad Lady, you’ve gone too far with this concept, customer service is just that customer service. How can that be marketing too? Well here is my answer. If you get a customer and then lose that customer due to poor customer service then not only have you lost that customer but you’ve also lost anyone that they talk to about your business….i.e. “word of mouth marketing”. Customers are discerning and want to be treated with respect and appreciation. Therefore you must take the time and put forth the effort to keep your customers happy so they will want to utilize your product/service again and again.
Let me give you an example. I went to a new print shop because of their marketing efforts. They had a cute little car wrapped with their logo and company info parked in front. They had the proper signage to attract business so I decided to go inside to see if they were a company I could do business with. I spoke to the owner of this business and he proceeded to deter me from doing business with him. I told him I had been working with a different Printer for quite some time but I was looking to build a relationship with other Printers so that I would have options for my clients.
This business owner proceeded to encourage me to stay with the Printer I was currently working with. I explained to him that I had no plans of leaving that Printer; I just wanted to have other Printer options available to me for my clients. In our initial conversation, he told me two times to not leave my current Printer because if I was happy with their work, I should stay with them. He was condescending and just plan rude when I asked him questions about a particular print job I wanted to send his way. I was so put off by this conversation that I decided not to send any business his way.
After a few days, I reconsidered thinking that maybe he was just having a bad day, so I requested a quote from him on a print job, the quote he sent me was almost twice as much as the other Printer I was currently working with. I thought it was a mistake so I called him and spoke with him about his quote. He confirmed that the price he quoted was correct. I explained that it was extremely high and his reply was “you may get a cheaper price elsewhere like Kinko’s but I’m not in competition with Kinko’s”. That was the proverbial “straw that broke the camels’ back”. I had done everything I could to give this man business but he just didn’t want my business. So I moved on. I have nothing positive to say about this business owner and subsequently his business and I will encourage anyone who asks to avoid this business as all cost.
Customer service is marketing and poor customer service can kill your business.
Remember, when you’re a small business, everything you do is marketing.
She is mad and she is not going to take it anymore! The Mad Lady Marketing Blog is just her way to drive home the importance of marketing in business. With over 15 years of experience in marketing, graphic design and communications, this marketing expert is mad (crazy) about marketing and mad (angry) at small businesses that don't understand or utilize marketing to promote their business.
Mad Lady Marketing is MAD!!
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