Does great customer service really make a difference? If you ask Tony Hsieh, CEO of Zappos, an online shoe retailer, he would most likely say “Absolutely!”
Known for outstanding customer service, Zappos was purchased by Amazon last fall for $1.2 billion. When asked in a recent Newsweek interview about the value of customer service, Hsieh responded: “Great customer service is expensive, and the payoff is two or three years down the road. If all we wanted was to maximize our 2010 profits, we’d fire everyone and stop answering the phones. But I think we’re at an inflection point where we’re seeing companies that do it well start to win. I think that’s only going to continue.”
When asked about the most effective means of communicating with customers, the Zappos CEO was pretty old fashioned in his approach: “We live in a hyper-connected world. Information spreads like wildfire through social networking. But I still say the telephone is best. You have the undivided attention of customers. And if you get it right, they really remember.”
At PSG, we look at customer service as important as the content we create. We encourage our project managers to got on the phone and talk to our clients. For every project we schedule a weekly status phone call to check up on progress and solve problems. It brings a more personal touch to the project than a constant flow of digital words and numbers, and it gives the client and our staff the opportunity to get to know each other, which can result in a trusting relationship. And you can be sure our staff will respond promptly to your requests.
We have all complained at one time or another about not being able to talk to a real live person when we require some help from a business. If you need help from us, we’re only a quick phone call away.
In fact, call me right now at 614.760.8855, and I’d be happy to talk with you about PSG’s great customer service.