I remember listening Bob, Founder of Godaddy, say this, “Anyone can sell domains or hosting, it is the customer support where you can WIN the hearts and make them your repeat business. Make them free source of viral word-of-mouth advertising for your biz.”
Just this week a company won my heart and did what was way beyond you can expect from a software company of their caliber.
Their product is also great you all know: Market Samurai!
Now It is not about the product but about their business customer support.
I have been using their software on trail, and trail was expiring soon. I wanted to buy the full version but…. Sorry only Paypal accepted …(and no paypal in my country!!!)
It was really a big problem i wanted to solve, as i really wanted to keep the software for my business, and second i do not wanted to buy this later on high price..
I contacted them for alternative payment options, they said sorry for now we are working on other options.. but here we extend your trail to the date until that payment option is available! WOW they did it without even me asking them!
Now i am using their software for free until they have other means of payment to accept.
Not a big thing, companies do this! right?
But here is BIG thing, i got greedy and sent them another email saying THANK YOU! and told them my concern that when that payment option will be available i will not be able to take advantage of their discounter promotion (reduced price) ….
They said no problem.. we lock the current discounted price for your email.. so onward whenever you will us , you pay the current low price!!! is not it sweet?
They made my day!
(Even just my younger brother has screwed one of my website auction by reducing the reserve to $1, without him knowing what he was doing 🙁 but Email from Market Samurai
guys made me happy even i was angry with my brother’s negligence…
So Friends I wanted to share this with you that following Bob’s, Godaddy’s Founder, advice, remember customer support is very very important for your business growth, make great things happen for your customers to make them RAVE fans of your business.
Oh if you outsource your customer support, remember to teach these lessons to your support guy… do not let him be ever rude to your customers, who have PAID you their hard earned money.