We entrepreneurs tend to make too many mistakes at the beginning of our journey, from which we hopefully learn after a short term of trial and error. One of the really big challenges is to know how to tackle all the aspects of the customer happiness and care department. This article gives you a short list of 7 typical mistakes to take care of to stay up in today’s online market.
- Offering things your client doesn’t really need.
Many companies and specially startups make efforts to differentiate themselves from the competition by adding more new features to their products. This is a key strategy to increase the added value of your services, but it can result in negative influence if you keep adding features that your client doesn’t really need.
Solution: Research and understand your clients’ needs.
Do an A/B testing for the new feature and measure the response it gets. You will need to rely on monitoring tools like Mixpanel, Kissmetics or Hotjar to see which of clients are using it and if they like a lot or not.
You can also ask the clients that show interest if they’d like to do a beta test of the new feature. Most clients will pay extra for a pack of new features that provide an increase in added value to their investment, therefore it’s nice if you allow clients to test features in beta phase, but let them know they are getting a special treat. This always feels good. You can target your best clients as treating them with special advantages will help to increase their loyalty.
After a minimum testing period you can suggest them to upgrade to a more advanced plan that integrates the added feature. You can opt here for any special offers. Of course you don’t want to give it completely for free, otherwise where is the point, right? Is up to you to decide your ROI with the new feature.
On the technical side, your tech department should add features in a scalable and modular way ir order to be able to activate them at will anytime on any client’s account, without interfering with the rest of the features.
- Not precisely answering the client’s questions.
Your clients need to feel that you care about their most stupid ideas. It’s very annoying when you ask a precise question and you get a general answer shaped into a template script. Even basic questions, be aware that people who seem to ask dumb questions are also potentially your best customers. No pun intended, but not everyone is as smart as you! Even if a client asks where to find a button to close the application, you won’t lose any hairs if you have an answer ready for it.
Solution: Create a Frequently Asked Questions section
If you cannot yet outsource your customer service for the costs it implies, start by creating a Frequently Asked Questions section on your website, and update it regularly with answers to your client’s most basic questions. It’s a good practice to separate it in sections so that your client can find their answer faster. Provide a search box, so they can type in their question or find related ones. If you can, add an online chat option to create a live sensation and interaction with customers.
- Announcing services you end up not delivering.
Now, you have at some point had an idea for a new feature that you were really anxious to offer to your client and you think that telling the client this feature is coming up might be a positive thing, however, even if you think that a new feature announcement will keep their interest levels high enough, you need to deliver them on time or you will risk failing them.
If you aren’t sure if you are able to stand up to the promise and if you think you could need to postpone their release, do yourself a favor: restrain your impulses and keep the tab closed. This may seem too obvious, but many times one forgets about it in detriment of the company’s reputation.
Solution: Plan well all new future feature releases so you can offer novelty to your brand.
Schedule their release at least with a month in advance if you want to become one of the top 10 most disruptive SAAS companies today.
Most successful companies are great at controlling their releases, and keeping hidden new features until the market is ready. An example of this is Salesforce that literally has been innovating for more than 10 years in the SAAS market. The secret is to have an iterative Brainstorm loop that allows for new ideas to be examined and set up for prototyping quick enough. If you don’t have a brainstorm once a week in your company, you are not controlling your disruptive potential!
- Accepting payments with no money back guarantee.
Being afraid of wasting our precious time and money always goes into both ways, in your direction, and in your client’s direction. It’s a double gamer in the sense that you may have spent hundreds of hours and dollars in placing your product on the market and when you deal with consumers that don’t care at all, you are not really driven towards offering any money back guarantee. Right? It’s quite true, most customers just don’t give a damn! Of course don’t expect your clients to be understanding. You are paying rent, office space, salaries or even the morning coffee of your office guests; so what!
On the other hand, when your clients are business customers they tend to have a better understanding of your noble endeavors, because they know better than anyone how to value your time, although it’s never always the case.
Many companies offer 90 day money back guarantees with shipped products, a risky policy that offers proven results as it shows customers that you are offering quality products which will work at least during three months, but that’s okay.
For SAAS companies and subscription based services, that’s another story. It’s not really a big deal to offer complete refunds for 30 days, but we can’t always afford to do so due to all the reasons behind our costs. Nonetheless SAAS companies like ProfitProCRM are taking that risk in a profitable manner.
Solution: Offer a 7 or 15 day refund guarantees.
Giving a full refund can seem like a risky bet, but this is dictated by law in many countries with physical products. By giving your customers the same amount of time for your subscription based clients, you are giving more than necessary, which is always appealing as long as you mention it.
Same thing could apply for any downloadable product such as software but this is not very common, and you could solve it with a trial period like most companies.
A mid solution is a 15 day money back guarantee with only partial refund. This is pretty uncommon but can still offer that security to buyers especially on big investments. After all you are the one who puts the prices, but realize that the psychological weight of big investments plays a big role in customer decisions.
Remember to write this in your terms and conditions as clearly as possible to avoid complaints and time waste.
- Not keeping up to date on trends for your market niche
Times change at a high pace in the Internet world and customers are often prey of new and interesting new technologies that promise to make their experience better.
I witnessed personally at the Mobile World Congress how quickly the mobile world is taking on the internet. It’s not impossible at all to wake up one day and see Virtual Reality everywhere. From cars driven from satellite to ovens cooking receipts from the internet. SAAS has a prominent future ahead and the IoT ( the internet of things ) will help ensure that. So are you IoT friendly. If not, get ready!
Just know that your clients will at one point or the other ask you for a mobile app, IoT integration, or any other possibility that will make you seem too old for them if you can’t act accordingly. The problem is that competition will always arise with the new thing and will need to match in some way with the same thing or another one, if you want to keep your share of the market intact.
Solution: Scout around for trends that will affect your niche in the near future.
Keep an eye on new emerging technology that may end up being a standard in the future.
Heard of angular.js or node.js? In the beginning these UX languages weren’t much known, but as their usefulness became evident they began to awake the interest of web developers. Nowadays it’s becoming so hot that even the famous WordPress CMS framework will completely witch their core from PHP to this coding language. So stay tuned into the latest trends and apply your brainstorming to create new ideas that you may end up implementing sooner or later.
- Only focusing only on your product.
As you may already know, Findthatlead offers lead generation services sharply tailored around social networks like LinkedIn, Twitter and Crunch base.
If we only focused on our main product and forget potentially complementary services, we would be putting limitations on ourselves. In the SAAS battle ground integrations with other workflows are like alliances in a war, and without alliances we may be to digging a hole for our company to be buried in. When a client sees your product they often compare it to the other ones of the competition and this is where having a good integration with other services is a factor that will help them keep the smile while using your service.
Solution: Always see how your product integrates with other services.
A very good example is Zappier, which took this concept to extreme. Zapier is a SAAS company that offers this possibility to almost any online service. Their business model is to offer quick integrations with CRM, mailing services, IoT, social networks, and so on…
If you need a more advanced integration with other services, start by coding an API. API’s are a great way to offer extra value, and are one of the main reasons why polyvalent SAAS like Zapier actually thrive nowadays.
- Not apologizing
Failing is a very human habit, and until we become machines we will need to accept it. Making mistakes is not the end, but making too many will make you look quite incompetent to the eyes of your client or potential one. Sometimes at the beginning we will make a lot of them, and we will surely loose clients, but they may come back if we apologize right. A great example of mistake is one that comes with emails. Email is the best tool to approach people to create a relationship. Whether you are cold emailing or just sending newsletter avoid choosing the wrong type of letter and do a little research on your recipient. A great article on that is this one Sales Emails Gone Wrong on SalesLoft.
Solution: Hire or train a customer happiness representative.
If you aren’t good with apologies, or if you tend to apologize too easily, learn about customer happiness. This is a new branch that you can learn on an online course, but it’s always better to can hire someone trained into it.
Often your client depends on your service to finish an important job and if you fail them, you could end up getting bad feedback, and that hurts. A customer happiness representative can monitor the glitches and fissures of your company’s attitude towards customers. The role of the CHR is very important and serves as bridge between all departments in order to offer a common and solid stance with all customers. A good article is this one from SalesLoft which talks about the need to be always having the closing mindset of a sales rep.
Conclusion
If you have tested positive on all these tests, your company is suffering from customer care flu! Even if your ROI is good if keep these mistakes going you could jeopardize your future revenue. Be warned and repair the damage!
BONUS:
The Challenge: Join this free course and I guarantee that after 5 days you will have the necessary skills to start generating B2B clients Growth Hacking and Prospecting techniques.
75 Responses
It’s an awesome piece of writing in favor of all the internet visitors; they will take benefit from it I am sure.|
Having read this I believed it was rather enlightening. I appreciate you spending some time and energy to put this informative article together. I once again find myself personally spending way too much time both reading and leaving comments. But so what, it was still worthwhile!|
Hello my family member! I wish to say that this post is amazing, great written and come with approximately all important infos. I would like to see more posts like this .|
I’m truly enjoying the design and layout of your website. It’s a very easy on the eyes which makes it much more pleasant for me to come here and visit more often. Did you hire out a developer to create your theme? Great work!|
Hi there, I found your web site by means of Google at the same time as looking for a similar topic, your web site came up, it looks good. I’ve bookmarked it in my google bookmarks.
This article will help the internet users for building up new weblog or even a blog from start to end.|
I am in fact happy to read this webpage posts which consists of plenty of valuable data, thanks for providing such statistics.|
When someone writes an piece of writing he/she retains the idea of a user in his/her brain that how a user can understand it. So that’s why this piece of writing is perfect. Thanks!|
I am actually delighted to glance at this blog posts which carries plenty of useful information, thanks for providing these statistics.|
This site definitely has all of the information I wanted about this subject and didn’t know who to ask. |
I am genuinely grateful to the owner of this web page who has shared this fantastic article at at this place.|
Hi, Neat post. There’s a problem together with your site in web explorer, would test this? IE still is the market chief and a huge component to other folks will pass over your excellent writing because of this problem.|
After I initially commented I appear to have clicked the -Notify me when new comments are added- checkbox and now every time a comment is added I receive 4 emails with the exact same comment. There has to be a way you are able to remove me from that service? Thanks a lot!|
It’s truly very complex in this active life to listen news on TV, so I simply use world wide web for that purpose, and get the most up-to-date information.|
I was able to find good info from your blog articles.|
Good answer back in return of this issue with solid arguments and telling everything regarding that.|
Thank you a bunch for sharing this with all of us you actually realize what you’re talking approximately! Bookmarked. Kindly also consult with my website =). We can have a link exchange agreement between us|
Terrific post but I was wanting to know if you could write a litte more on this subject? I’d be very thankful if you could elaborate a little bit more. Many thanks!|
I do not know if it’s just me or if everybody else experiencing issues with your website. It appears as if some of the text within your posts are running off the screen. Can someone else please comment and let me know if this is happening to them as well? This might be a issue with my web browser because I’ve had this happen previously. Thanks|
If you are going for best contents like me, only pay a quick visit this web page all the time as it gives quality contents, thanks|
you’re in reality a excellent webmaster. The website loading pace is amazing. It sort of feels that you’re doing any distinctive trick. Also, The contents are masterwork. you have done a wonderful task in this subject!|
If some one wants expert view about blogging afterward i advise him/her to pay a visit this webpage, Keep up the nice work.|
Hey! This is my first comment here so I just wanted to give a quick shout out and tell you I genuinely enjoy reading your blog posts. Can you recommend any other blogs/websites/forums that deal with the same subjects? Thanks a lot!|
Awesome article.|
Can you tell us more about this? I’d like to find out some additional information.|
I know this web page provides quality based articles and extra material, is there any other web site which presents these kinds of stuff in quality?|
Yesterday, while I was at work, my cousin stole my iPad and tested to see if it can survive a twenty five foot drop, just so she can be a youtube sensation. My apple ipad is now destroyed and she has 83 views. I know this is totally off topic but I had to share it with someone!|
With havin so much content and articles do you ever run into any problems of plagorism or copyright violation? My blog has a lot of exclusive content I’ve either written myself or outsourced but it looks like a lot of it is popping it up all over the web without my authorization. Do you know any ways to help protect against content from being stolen? I’d really appreciate it.|
Good site you have here.. It’s difficult to find good quality writing like yours these days. I really appreciate individuals like you! Take care!!|
In fact when someone doesn’t understand after that its up to other visitors that they will assist, so here it takes place.|
There is definately a great deal to find out about this subject. I love all the points you have made.|
Having read this I thought it was rather informative. I appreciate you taking the time and effort to put this short article together. I once again find myself spending a lot of time both reading and posting comments. But so what, it was still worth it!|
My partner and I stumbled over here different web address and thought I should check things out. I like what I see so now i’m following you. Look forward to exploring your web page repeatedly.|
After I initially commented I seem to have clicked the -Notify me when new comments are added- checkbox and from now on whenever a comment is added I receive four emails with the exact same comment. Perhaps there is a means you are able to remove me from that service? Thank you!|
You actually make it appear so easy together with your presentation however I in finding this topic to be really one thing that I believe I might never understand. It kind of feels too complex and extremely broad for me. I am taking a look ahead on your next publish, I will attempt to get the dangle of it!|
I love reading an article that will make men and women think. Also, thanks for allowing me to comment!|
You ought to be a part of a contest for one of the best blogs on the internet. I will highly recommend this web site!|
Howdy! Do you use Twitter? I’d like to follow you if that would be ok. I’m absolutely enjoying your blog and look forward to new posts.|
Hi! I’ve been following your blog for a long time now and finally got the courage to go ahead and give you a shout out from New Caney Texas! Just wanted to mention keep up the great work!|
After looking at a number of the blog posts on your site, I really like your way of blogging. I added it to my bookmark webpage list and will be checking back soon. Please visit my web site as well and let me know what you think.|
Wow that was strange. I just wrote an incredibly long comment but after I clicked submit my comment didn’t show up. Grrrr… well I’m not writing all that over again. Anyway, just wanted to say fantastic blog!|
Wonderful beat ! I would like to apprentice while you amend your site, how can i subscribe for a blog site? The account helped me a acceptable deal. I had been a little bit acquainted of this your broadcast provided bright clear idea|
WOW just what I was looking for. Came here by searching for keyword|
That is a great tip especially to those new to the blogosphere. Brief but very accurate info… Thank you for sharing this one. A must read article!|
I do not know if it’s just me or if perhaps everyone else encountering problems with your site. It seems like some of the text within your posts are running off the screen. Can someone else please comment and let me know if this is happening to them too? This might be a issue with my browser because I’ve had this happen previously. Kudos|
Hi there! I understand this is sort of off-topic but I needed to ask. Does operating a well-established website like yours require a large amount of work? I’m completely new to writing a blog but I do write in my diary on a daily basis. I’d like to start a blog so I will be able to share my experience and feelings online. Please let me know if you have any kind of recommendations or tips for new aspiring bloggers. Thankyou!|
What’s up friends, nice article and nice arguments commented here, I am in fact enjoying by these.|
I was wondering if you ever considered changing the structure of your blog? Its very well written; I love what youve got to say. But maybe you could a little more in the way of content so people could connect with it better. Youve got an awful lot of text for only having one or two pictures. Maybe you could space it out better?|
What’s up to every one, as I am truly eager of reading this web site’s post to be updated on a regular basis. It contains good material.|
Hi there i am kavin, its my first occasion to commenting anywhere, when i read this post i thought i could also make comment due to this good post.|
Unquestionably believe that which you stated. Your favorite justification appeared to be on the web the easiest thing to be aware of. I say to you, I definitely get annoyed while people think about worries that they plainly don’t know about. You managed to hit the nail upon the top and defined out the whole thing without having side-effects , people can take a signal. Will likely be back to get more. Thanks|
I constantly emailed this website post page to all my associates, for the reason that if like to read it afterward my contacts will too.|
Hi there, I found your blog by means of Google even as looking for a related topic, your website came up, it appears to be like good. I’ve bookmarked it in my google bookmarks.
bookmarked!!, I really like your web site!|
Pretty element of content. I simply stumbled upon your weblog and in accession capital to say that I get in fact enjoyed account your blog posts. Any way I will be subscribing for your feeds and even I fulfillment you access constantly fast.|
I have read so many articles or reviews about the blogger lovers except this paragraph is really a fastidious paragraph, keep it up.|
I pay a quick visit each day a few websites and blogs to read articles, except this weblog offers quality based posts.|
After I initially commented I appear to have clicked on the -Notify me when new comments are added- checkbox and now every time a comment is added I get 4 emails with the same comment. There has to be a means you are able to remove me from that service? Cheers!|
Hi there to all, because I am really eager of reading this website’s post to be updated daily. It includes good information.|
It’s very easy to find out any topic on net as compared to books, as I found this post at this site.|
Fantastic beat ! I wish to apprentice while you amend your site, how can i subscribe for a blog site? The account aided me a acceptable deal. I had been tiny bit acquainted of this your broadcast provided bright clear concept|
Heya i am for the primary time here. I came across this board and I to find It really helpful & it helped me out much. I’m hoping to provide something back and aid others like you aided me.|
Wow, that’s what I was exploring for, what a stuff! existing here at this webpage, thanks admin of this site.|
Howdy would you mind sharing which blog platform you’re working with? I’m planning to start my own blog in the near future but I’m having a difficult time deciding between BlogEngine/Wordpress/B2evolution and Drupal. The reason I ask is because your design seems different then most blogs and I’m looking for something unique. P.S Sorry for getting off-topic but I had to ask!|
Hey! This is kind of off topic but I need some help from an established blog. Is it difficult to set up your own blog? I’m not very techincal but I can figure things out pretty fast. I’m thinking about making my own but I’m not sure where to begin. Do you have any tips or suggestions? With thanks|
Excellent beat ! I would like to apprentice even as you amend your site, how can i subscribe for a blog site? The account aided me a applicable deal. I have been a little bit acquainted of this your broadcast offered brilliant transparent concept|
Nice blog here! Also your website rather a lot up very fast! What web host are you using? Can I am getting your affiliate link in your host? I wish my website loaded up as quickly as yours lol|
Stunning quest there. What occurred after? Good luck!|
Hello there, simply changed into alert to your blog thru Google, and located that it is truly informative. I’m gonna watch out for brussels. I will be grateful for those who proceed this in future. A lot of other folks will probably be benefited out of your writing. Cheers!|
When I originally commented I clicked the “Notify me when new comments are added” checkbox and now each time a comment is added I get four e-mails with the same comment. Is there any way you can remove people from that service? Many thanks!|
I’ve been exploring for a little for any high quality articles or blog posts in this sort of area . Exploring in Yahoo I eventually stumbled upon this website. Reading this info So i’m glad to convey that I have a very good uncanny feeling I found out just what I needed. I so much indisputably will make certain to don?t put out of your mind this website and give it a glance regularly.|
I was able to find good information from your blog articles.|
Spot on with this write-up, I absolutely think this amazing site needs far more attention. I’ll probably be returning to read through more, thanks for the advice!|
Its like you learn my thoughts! You seem to understand a lot about this, like you wrote the e-book in it or something. I believe that you just can do with a few p.c. to drive the message house a little bit, but instead of that, that is great blog. A fantastic read. I will definitely be back.|
Hi there friends, how is the whole thing, and what you desire to say concerning this paragraph, in my view its truly amazing for me.|