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Ask The Entrepreneurs: 14 Ways to Never Slack on Customer Service

Ask The Entrepreneurs: 14 Ways to Never Slack on Customer Service

Ask The Entrepreneurs is a regular series where members of those involved in the Young Entrepreneur Council are asked a single question that aims to help Lifehack readers level up their own lives, whether in a area of management, communication, business or life in general.

Here’s the question posed in this edition of Ask The Entrepreneurs:

How do you stay on top of customer service, no matter how busy you get?

1. Make FuseDesk a Feature

    My teams use FuseDesk to handle incoming requests, assign cases and track case history. The app links directly to an Infusionsoft account so we don’t spend a lot of extra time trying to remember who is emailing for support, what they bought and when it was shipped. It’s all integrated making it easy to send a template response. The system cut our response time dramatically!

    Kelly Azevedo, She’s Got Systems

    2. HelpScout Helps Out

      We use HelpScout to provide a technical help desk for students of our online school. To them it means simply being able to request help by email — no logging into a dashboard to see updates or followups. For us, it means we can provide greater personalized support, really get to know students and manage all requests in one place — no cluttering up inboxes, yet still providing that personal touch.

      Lea Woodward, Startup Training School

      3. Take It to Twitter

        No matter what’s going on, our team is always on Twitter — and so are most of our users/readers. They resort to it if there’s any trouble and it gives us an opportunity to answer back, help out, and throw in some personality.

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        Derek Flanzraich, Greatist

         

        4. Segmented Customer Support

          Providing customer service throughout the day will only break up your day and take focus away from the stuff that’s making you busy. Instead, take an hour in the morning and an hour before you finish for the day to close out all customer service requests. By doing this, it becomes a game, as you work diligently to finish in that specific time slot you have allocated for customer support.

          Todd Garland, BuySellAds.com

          5. Real Time With Olark

            Olark

            gives us instant access to our customers and since users want to chat right away, it’s a good way to force us to talk with them and remember that they are the most important part of the business.

            Wade Foster, Zapier

             

            6. It’s a Team Effort

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              For many businesses, customer service may be easily shared among all members of the organization. Addressing customers’ needs is something no one should be too senior to do, and spreading the load will ensure that no customer feedback goes unaddressed. It’s a model worth trying out if you’re overburdened with customer requests.

              Doreen Bloch, Poshly Inc.

               

              7. Figure It Out Face to Face

                Establishing genuine relationships with clients needs to be a top priority for all leaders. Yes, this means taking time out of your “busy” schedule and really asking them for feedback over coffee, drinks or dinner. You should likewise create opportunities for group client engagement. Results from a facilitated focus group at my company produced the “pivot” that we now credit for our success.

                Christopher Kelly, Sentry Centers

                8. Give Access to Real People

                  As long as someone human has heard a concern and has made it clear that it will be addressed, most customers can be a little flexible about how long it takes to fix an issue. But the human touch is key to getting that room to work from your customers — if they feel like they haven’t been heard, they’re going to keep hammering until they get a response.

                  Thursday Bram, Hyper Modern Consulting

                   

                  9. If It’s So Important, Create a System

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                    If customer service is truly a top priority for you, then you should have systems in place to ensure quality control. Record and review all client interactions with your employees so they can constantly improve, and hold each employee accountable for customer service standards.

                    Nick Friedman, College Hunks Hauling Junk

                     

                    10. Stay Steps Ahead

                      Always be prepared and be a few steps ahead of your client to guide them in the right direction. With a team that’s great at project management and account management, you can seamlessly stay in contact with clients, updating them and building their trust.

                      Bobby Emamian, Prolific Interactive

                       

                      11. Create a Process Checklist

                        Documenting procedures and processes are key for us. We have developed a checklist called “The Customer Experience” in our office. This makes us more in-tune to consistently deliver our vision for how a customer should feel after doing business with us, no matter how busy we get. We make sure every client we have has experienced each step of the checklist before proceeding further in the relationship and project.

                        Kenny Nguyen, Big Fish Presentations

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                        12. Remember Their Importance

                          Ultimately, our businesses exist to serve our existing customers, not to create products or to attract new customers. Both of the latter two items are important, but not the most important. By reminding yourself of your priorities, it makes it easier to set aside the time to serve them well.

                          Elizabeth Saunders, Real Life E®

                           

                          13. Keep Up Communication

                            It’s not so much important what you say, but how often you say it. Customers, clients, and people in general love to feel that you are aware of their presence. Providing good customer service isn’t all about being pleasant, but also just communicating often and allowing your clients to feel validated. So whether it’s staying on top of emails or phone calls, make sure you respond often and quickly.

                            Steven Le Vine, grapevine pr

                            14. Make It Natural

                              Build a team that has natural customer service skills. Personally, I don’t have to get as involved with customer relations because my team is awesome and cares about each of our clients.

                              John Hall, Digital Talent Agents

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                                Last Updated on July 27, 2020

                                How to Find Your Entrepreneurial Passion and Purpose

                                How to Find Your Entrepreneurial Passion and Purpose

                                I wrote a few articles about starting a business based on something you love doing and are passionate about. I received several responses from people saying they weren’t sure how to go about figuring out what they were most passionate about or how to find their true purpose. So I’m dedicating this article to these issues — how to find your entrepreneurial passion and purpose.

                                When I work with a new client, the first thing we talk about is lifestyle design. I ask each client, “What do you want your life to look like?” If you designed a business without answering this question, you could create a nice, profitable business that is completely incompatible with your goals in life. You’d be making money, but you’d probably be miserable.

                                When you’re looking for your life purpose, lifestyle design isn’t a crucial component. However, since we’re talking about entrepreneurial purpose, lifestyle design is indeed crucial to building a business that you’ll enjoy and truly be passionate about.

                                For example, say you want to spend more time at home with your family. Would you be happy with a business that kept you in an office or out of town much of the time? On the flip side, if you wanted to travel and see the world, how well could you accomplish that goal if your business required your presence, day in and day out, to survive? So start by getting some clarity on your personal goals and spend some time working on designing your life.

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                                At this point, you may need a little prodding, and you may want to hire a coach or mentor to work with you through this process. Many people are very used to the idea that there is a particular way a life “should” be. There are certain milestones most people tend to live by, and if you don’t meet those markers when or in the manner you’re “supposed” to meet them, that can cause some anxiety.

                                Here’s how to find your passion and purpose:

                                Give Yourself Permission to Dream a Little

                                Remember that this is your life and you can live it however you choose. Call it meditation or fantasy, but let your imagination run here. And answer this question:

                                “If you had no fears or financial limitations, what would your ideal life, one in which you could be totally content and happy, look like?”

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                                Once you’ve figured out your lifestyle design, it’s time to do a little more soul-searching to figure out what you’re truly passionate about. This is a time to really look within and look back.

                                Specifically, look back over your life history. When were you the happiest? What did you enjoy doing the most? Remember that what you’re looking for doesn’t necessarily have to be an entire job, but can actually be aspects of your past jobs or hobbies that you’ve really enjoyed.

                                Think About a Larger Life Purpose

                                Many successful entrepreneurs have earned their place in history by setting out to make a difference in the world. Is there a specific issue or cause that is important to you or that you’re particularly passionate about?

                                For some, this process of discovery may come easily. You may go through these questions and thought experiments and find the answers quickly. For others, it may be more difficult. In some cases, you may suffer from a generalized lack of passion and purpose in your life.

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                                Sometimes, this can come from having suppressed passion in your life for too long. Sometimes, it can come from eating poorly and lack of exercise. But occasionally, it may have something to do with your internal chemistry or programming. If the latter applies to you, it may be useful for you to seek help in the form of a coach, mentor, or counselor.

                                In other cases, not knowing your true purpose may be a matter of having not discovered it yet: you may not have found anything that makes your heart beat faster. If this is the case, now is the time to explore!

                                The Internet is a fantastic tool for learning and exploration. Search hobbies and careers and learn as much as you can about any topic that triggers your interest, then follow up at the library on the things that really intrigue you. Again, remember that this is your life and only you can give yourself permission to explore all that the world has available to you.

                                How Do You Know When You’ve Found Your True Entrepreneurial Purpose?

                                I can only tell you how I knew when I had discovered my own — it didn’t hit me like a ton of bricks. Rather, it settled over me, bringing a deep sense of peace and commitment. It felt like I had arrived home and knew exactly what to do and how to proceed.

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                                Everything flowed easily from that point forward. That’s not to say that I found success immediately after that moment. But rather, the path ahead of me was clear, so I knew what to do.

                                Decisions were easier and came faster to me. And success has come on MY terms, according to my own definitions of what success means to me in my own lifestyle design.

                                Dig deep, look within, and seek whatever help you need. Once you find that purpose and passion, your life — not just your entrepreneurial life, but your entire life — will never be the same.

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                                Featured photo credit: Garrhet Sampson via unsplash.com

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