Customer Service

February 20, 2019
Change neon sign

Watch Your Tone When You Have News to Share

But when change happens, it still takes time to adjust – even when it’s good change. Take for example, changes that happen in a business. You may need to raise your service rates or the cost of your product. Or, your business may have been acquired by another business. Or, you may be phasing out another product or service. Lately, I came across the following three emails from companies announcing changes. I found issues with the tone of these emails and how I was addressed as a customer. Email #1: On second thought… I use this app for my invoicing and contracts, and it had been acquired by a larger company a while ago. They were very excited about the acquisition because they touted this app to be “free forever” because of the merger. OK, cool. Strange, but cool. Fast forward to about a month ago, I get this email. It is so cheery sounding and self-congratulatory. I’m grateful for all the enhancements and upgrades, but apparently, that’s the motivation or reasoning for the change: This app is no longer free. And if you look at the thread of comments under there, you’ll see how people feel about this change – not very happy! To go from “free forever” to $18/month is not the kind of change that people will handle well – especially as freelancers. It’s a big jump in pricing! In retrospect, I would say that a merger making things “free forever” is highly suspect. But either way, […]
February 19, 2019
Person in black clothing holding orange smoke

How Your FAQs Can Help Customers Find You

The other day, I was talking with a friend about a DIY project she had going on at her house. She needed some sort of specialized tool or technique, but she couldn’t find it online. And that’s my first stop if I don’t know something. I tend to look online on sites like YouTube if I need to know how to do a certain task. Gone are the days of trudging to the library to look for hard-to-find knowledge (hallelujah!) because now there are billions of videos on how to do mostly anything. The same goes for blog posts and articles. Even AI assistants such as Alexa and Siri help us to answer our everyday questions. People are always searching for how to do something. But sometimes, they’re not able to find it. My friend ended up calling a local hardware store and the owner replied that they received calls on this particular concept all the time. And that’s their frequently asked question! We’re all used to the FAQs on websites, but do you have a business where a FAQ isn’t necessarily about what you do as a business, but more about a particular skill or tool you have? If so, this is an opportunity to use that frequently asked question as a way to market your business by helping your potential customer. If it’s a simple task, consider writing a blog post about it. Or, if it’s better to show it as a video, you can create a step-by-step […]