Xercel Blog

Going the Extra Mile

I have always been a fan of customer service. I learned this over the years from one of my largest clients. She always told me - and it is some of the best advice I ever got "I don't want to know that you have other clients, I want to think I am your main priority". And this advice has served me well.

And since I treat my clients as if they are my only client - they will never hear excuses from me like:
1. Sorry I'm swamped with work.
2. I can't finish your job because I have 50 other people calling with emergencies.
3. I'm too busy to meet with you.

The key is to go above and beyond. I recently had a client whose web site was about to be deployed. And they realized that they didn't have the information to change their DNS settings. I spent 2 days and made multiple calls to a company in Australia to help them meet their deadline.

This was not something I was supposed to be involved with at all. This client had a check list of items that they needed to have assembled, they had more than a month to make sure they were ready - but when it was time, they needed help. I could have said - well, give me a call when you figure it out. But that isn't how I've chosen to do business. I worked with them to make sure they met their deadline.

The result - a very satisfied customer that knows I will do what it takes to make their project a success.

Posted at 01:00AM Apr 05, 2007 by Xercel Blog in General  |  Comments[0]