In the ever-growing modthink world, we work hard to make sure our clients know they can ask us any questions that come up. Social media is constantly changing, and there are some steadfast rules, like “Tell it, don’t sell it!” But most of the rules are very subjective to a client and their community–we have to do the work to figure out what works.
We also let them know when we don’t have the answers, and then we set ourselves to finding them. More often than not, Sylvia is the answer-finding rock star! In the very near future, we’ll start posting some how-tos that have been built from finding the answers to the questions our clients have asked. Why? Why not share our knowledge with the world whether you’re a client of ours, or not, right?
Remember these three rules, and you’ll be tending to a loyal group of customers.
1. Recognize questions.
Questions don’t always have a “?” at the end of them, and they’re not always asked verbally. Learn to ask if they need to be asked.
2. Cultivate an accepting environment for them to be asked.
Be available to receive questions by email, phone, or in person, 24/7. Make sure your customers know you can be reached all hours of the day.
3. Work hard to deliver answers.
When you know the answer, deliver it. An immediate answer does wonders for loyalty. When you don’t know the answer, let the asker know you’re working on it, and then work hard to find it and deliver it.