Many years ago, I worked in the customer service industry as one of my day jobs. Like any job, it had its ups and downs. Some days I loved what I did. Others, not so much. But, what it did do was teach me a lot about making our customers happy. So, how can I apply customer service to blogging? And, who exactly is my customer? This post has been sponsored.
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Apply Customer Service to Blogging
Unlike a brick and mortar store, I don't have a product or service that I sell to people. I don't have a customer in the strictest sense of the term. I have people who pay me to write, and I have readers to read my posts that I earn ad revenue from. But, who is my customer? The brand or PR company? Or the reader?
Of course, this will vary depending on your blogging style. If you do sell a product like a book or a course, those people are your customers. But, when you don't, it gets a bit less clear. For me, the brands and agencies that pay me are my customers. I hope that my readers enjoy the product (the blog post) that I create, but it's the brands that pay my bills.
So, because the brands and PR companies are my customers, I can apply customer service or customer success skills to our transaction. Just how do I do that? Here are a few tips.
Have you ever purchased something from the store and found out it doesn't do what you want it to when you got it home? Just like a product, we need to be clear about the service we provide. Is the brand hoping for sales when we're planning on delivering exposure? Does the PR company assume you'll be sharing on Instagram when you don't expect to? Are they hoping for a fashion shot when you plan on doing a flat lay photograph? Be clear about what you're offering, so the customer is happy with the end product.
Do you buy the same brand of spaghetti sauce every week? Do you return to the same store every month to shop? If so, you probably like something about your previous transaction with the brand. Wouldn't it be great if the brands and PR companies we worked with came back to us time and time again for more business? Yes! Make sure that the exchange you have with them was pleasant. Follow up with them to see if they liked your service or how they would have improved it. Consider offering a discount for future business. Or, email them again in a few months to see if they have any work you could help them with.
What's the golden rule of customer service? I'm sure you've heard it before. The customer is always right. Now, that doesn't mean they are actually always right. It means that you just do not come right out and tell them they're wrong. Be understanding when they complain and listen to what they're trying to say impartially. Problems can happen in any business relationship. It's how you handle them that will determine if they come back or not.
As bloggers, it's essential that we understand how important customer service is to our job. There are a lot of other products (bloggers) out there for our customers to hire. Follow a few of these tips to ensure that your customers are happy with your performance. Engage with them regularly, whether that's via email, a chat box on your blog, or a customer success platform.
How do you give excellent customer service?