Playbook / Lessons / Sales and advertising
Cash-flow businessCustomer service is a profit center
Derek Sivers writes that CD Baby grew through word of mouth without marketing, and that clients most often said they chose it because a real person picked up the phone. He lists six mindsets for great customer service, including that service is a profit center like sales and that keeping existing customers thrilled is even more profitable than getting new ones.
“Customer service is not an expense to be lessened.”— Derek Sivers, The philosophy of great customer service, Jun 2014
Do this
This week, answer every customer message yourself and pick up the phone when a customer calls instead of sending them to a form.