Comments on: Go the Extra Mile, It’s Not Crowded There

By: Small Biz Bee: Do’s & Don’ts - Word of Mouth Marketing

Small Biz Bee: Do’s & Don’ts - Word of Mouth Marketing — Wed, 15 Oct 2008 23:27:26 +0000

[...] opinions on anyone and everyone who will listen. I for one do it all the time, if I’ve had great service I talk about it. If a new shirt is fitting me real well, I’m not afraid to tell a buddy how [...]

By: Kim Washetas

Kim Washetas — Fri, 10 Oct 2008 02:47:58 +0000

Great post – and great blog! I think one reason that many small business owners are hesitant to make those follow up calls is that there is no guarantee that the customer feedback will always be favorable. But as a mentor of mine told me years ago, “Embrace criticism – it’s the best way to make your business better.”

Enjoy the entrepreneurial journey!

Kim Washetas
http://scoutforsuccess.com

By: smallbizbee

smallbizbee — Fri, 10 Oct 2008 01:27:07 +0000

@Karen
As businesses owners we need to get out of our own way sometimes…if a follow up phone call or email is the right thing to do, we can’t let ourselves talk us out of it! You’re right, I’ll continue to frequent this restaurant, and tell my friends about the stellar service.

Matt

By: smallbizbee

smallbizbee — Fri, 10 Oct 2008 01:25:18 +0000

@Steven
I totally agree regarding call centers. I understand the economics around outsourcing those functions, but I wonder how much more business a company would do if you could communicate with tech support, or had a better customer service experience. Not to take anything away from the people on the other end of the phone, they’re usually knowledgeable, but language is always a barrier.

Glad you liked the post,
Matt

By: funfelt

funfelt — Fri, 10 Oct 2008 00:44:56 +0000

Unfortunately many business owners do not pick up the phone to perform customer service like this for fear of being pushy or inconveniencing their customers when just the opposite is true! You are probably a customer for life, and who can’t use more of those? Great post!
Karen Clark
Story Time Felts

By: Steven-Sanders

Steven-Sanders — Fri, 10 Oct 2008 00:26:16 +0000

Not usually the kind of posts I read, but this was the best damn post I’ve read in a long time.

I guess because it’s something I can really relate to.

Another bad thing a business can do? Put all of their call-in support help in another country. Like India, where you don’t understand a darn thing they’re saying.