I have a feeling that this article is going to attract both business owners and customers. Because let’s face it, customer service affects everybody on both sides of the fence. Lately, I get the impression that customer service is taking a back seat to simply making as much money as you can. And judging by some of the threads being started at the Warrior Forum, I’m guessing that I’m not the only person who feels this way. Well, this article is going to take a look at this issue and try to figure out what the problem is and if it can be solved.

The most recent thread on this subject talked about email response. You know…you write to a company online with some questions and never hear back from them. A lot of people are getting ticked off about this and quite honestly, I can’t blame them. But what exactly is the problem and how can it be fixed? If you run your own business online, you might want to take notes.

While everybody is different, the problem essentially comes down to one of two things…apathy or lack of time. Yes, there are some people who simply don’t care about your emails. Those people reading this, if they’re even reading this, won’t care what I have to say anyway. So I’m not going to even bother addressing them. Eventually, their business will suffer.

However, there is another group where there is some hope for them. These are the folks who have simply grown too big to handle all the emails that they get. At the beginning, it was easy. They maybe only got 10 emails a day…if that. Then, all of a sudden, their business expanded and they started getting hundreds of emails a day…way too many to keep up with.

Well, for those of us who like to personally answer our own emails, like me, when the time comes that your business just gets too big, there is only one thing to do…get a help desk. Hire people to answer the emails for you. While it’s not the personal touch you’d prefer, it will at least keep your customers and prospects happy.

If you can’t do that, then there is only one other choice…and that’s to prioritize the emails you answer. Naturally, customers have to come first, or you won’t keep them as customers. But ignoring your prospects means few, if any, new customers. So keep that in mind.

There is no question that customer service is important. And these days, it seems to be a dying thing.

Let’s just hope your business doesn’t die along with it.

To YOUR Success,

Steven Wagenheim

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