Comments on: How You Might Be Losing Clients Without Even Knowing It

By: Ari Herzog

Ari Herzog — Sun, 29 Nov 2009 17:34:45 +0000

Kudos! This is why I tell companies that I am their customer. I don’t care what they sell or if I’ll even buy from them, for even if I don’t, I probably know someone who will buy. And if I think they suck, well, there goes that potential sale to my friend or that Twitter follower around the world.
Ari Herzog´s last blog ..365 Top Blogs You Should Read Today

By: Weekend Reading: My fav’s from this week: 11/20/09 | Heather Villa

Weekend Reading: My fav’s from this week: 11/20/09 | Heather Villa — Fri, 20 Nov 2009 20:54:03 +0000

[...] How You Might Be Losing Clients Without Even Knowing It [...]

By: Gillian - Google SEO

Gillian - Google SEO — Wed, 18 Nov 2009 21:20:15 +0000

@ James – good for you for giving credit where credit is due. I must admit that I’m one of those annoying people who do give website feedback and complain to managers if I’m not happy but at the same time, I will also give good written feedback as well. I think before you complain about something, you need to speak to a manager and take it further. If you’re still unhappy, rant about it on a public forum if you must but you should give people the right of response before blacklisting them on a forum.

By: James Chartrand - Men with Pens

James Chartrand - Men with Pens — Wed, 18 Nov 2009 18:14:15 +0000

@Deb – Recently, I’ve had to deal with a few freelancers for various things – and every single one of them rocked one thing out… enough to have me contact them… and then SUCKED at being professional. Every single one. It was one of those, ‘Do you people not get it yet?!’ Frustrating.

@ Tom – Very, very true about that being in a bottle. We try to see what everyone else sees, but it’s very hard to do that because we’re too close. Each time I have a customer service experience, I try to compare it to our business and how we do things here. Do we measure up? Better? Different? How? What could we improve?

There’s *always* something we could do better, even if it’s just one tiny thing.
James Chartrand – Men with Pens´s last blog ..Are You Afraid of Success? We Bet Yes.

By: Deb Ng

Deb Ng — Wed, 18 Nov 2009 17:07:02 +0000

I don’t have much to add that hasn’t already been said, but I like to offer kudos for a good post without leaving a dumb “good post” comment.

I don’t think freelancers work on customer service as much as they should. No one wants to give discounts or take the time to receive feedback but it’s important for achieving any level of success. The way I see it is everything is a learning experience. If you see to your clients’ needs, consider all feedback (positive and negative) and work hard to make sure your customers receive the absolute best experience possible, you can soar. Customer service isn’t necessarily being the best person for the job, it’s making your client feel that way.

By: Inspiration Points: Is the Label Helping or Hurting Your Business? | Maximum Customer Experience Blog

Wed, 18 Nov 2009 07:22:28 +0000

[...] but it might seem as though I’d paid him to write it, so have a look at the excellent post How You Might Be Losing Clients Without Even Knowing It, and don’t miss the comment section if you’d like to find out everything Tom had to [...]

By: Victor

Victor — Wed, 18 Nov 2009 03:24:58 +0000

Customer service is important since it brings returning business, regardless if you are a multinational company or a freelance professional. A good customer service can give you recommendations from your clients/customers who had a good experience with your service or brand.

By: Tom Wanek

Tom Wanek — Tue, 17 Nov 2009 14:45:07 +0000

I believe this happens more often than most business owners realize because it’s hard to read the label when you’re inside the bottle. Sometimes it takes an outside person to tell the business owner the truth about their customer service. And since buying decisions are never made in isolation, it’s also a good idea to shop the competition regularly to get a feel for their service levels. This will give you a good idea where you rank in the mind of the customer.

By: Samantha

Samantha — Tue, 17 Nov 2009 11:17:07 +0000

@ James – Unfortunately that is true. A lot of people would rather have complain about a bad customer service experience than approach a manager or a decision maker to try and fix the problem.
Samantha´s last blog ..Business Bookkeeping

By: Deborah Harmes, Ph.D.

Deborah Harmes, Ph.D. — Tue, 17 Nov 2009 08:12:13 +0000

Good evening again!

I’ll actually keep you posted on whether the ‘flurry’ at the publisher’s office produces tangible results. I am HOPEful that they will do the right thing.

Also, another thanks to you, James. The article quite effectively spelled out the current realities of doing business in a global market, the perils of letting your customers down, and then coping with the flak of such instantly available feedback worldwide.

Your site has an excellent reputation in the writing world and it was splendid to be able to quote from it.