In the new year say hello to your customers/leads.

Make sure customers are aware of your plans for this year to deliver them value. If you use mailing lists, make the time to check bounces—sometimes people move on. If they are important, see if you can get their new contact details. This is a great excuse to touch base with them, too.

How to build a customer service philosophy

Here is a snap shot of the Sorted. customer service philosophy. It is simple but effective.

When we work with clients one-on-one, we meet them where they are at and partner with them to get them to where they want to be. This means we listen—like Stephen Covey says, we ‘seek first to understand, before being understood.’

In workshops and speaking engagements, we consistently make sure we understand the audience and target market and deliver content to meet their needs (as opposed to wants).

We exceed customer expectations by:

  • Asking questions—helping the client to understand what they need, so that we can make sure that what they receive will provide them with the best return on their investment of money and time
  • Creating clear expectations so everyone is on the same page, and then regularly checking in to make sure expectations are being met
  • Breaking down the process of working together into clear steps, and providing an update on progress against each one—to ensure a high quality of customer service.

This is our philosophy, and the feedback we receive is positive—but we are always open to new suggestions of how we can improve.