The other day I met with the owner of RankPay, a company that offers SEO services, to talk about the different ways I could help the company get more publicity. The owner was telling me how the company has seen some growth over the past few months which meant, of course, that they were receiving more customer inquiries.
However, the original vision for the company was to have a service in which customers could “serve themselves”. The owner of RankPay referred to his business as a “customer based” company versus a “client based” company. His definition of “client” included business owners they knew not just on a business level, but they knew them personally.
The big “Aha” for RankPay’s owner came when he got bombarded with calls from clients asking about their services - even though there’s a FAQ page on the website which addressed about 90% of the questions that were asked. Eventually he realized that it doesn’t matter what business you’re in, you still have to deal with customers…and that customers sometimes want to call in just to make sure that there are indeed humans working behind the website.
It’s a common misconception of online business owners that because they’re doing business online, you don’t have to provide customer service. Even online services that are automated have customers who need help at one point or another.
If you’re an online business owner reading this, have you had the same “Aha” moment? If your answer is, “Yes”, then do you have a system in place to help those customers?
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