Soloprenuers should be able to agree that they sometimes live by their word and offer the best customer service around. It’s the best because it’s personal, on a one-to-one basis and the customer is actually speaking directly with the business owner. In hardly any other type of business, will customers be able to do that. But, since we’re ‘going it alone’ it feels daunting to not have a shield between you and an irate customer. However, with some ingenious tech and modern practices at your fingertips, you can solve problems for customers at breakneck speed and make them love you again.
Work smarter, not harder
Ask yourself, how can customers get in touch with you quicker than email? The answer is, via phone. For a solopreneur this is a great way to connect with customers, as instead of reading text, they’re listening to your voice, you’re having a conversation and you’re sharing your personality with the people who buy from you. That’s why a hosted phone system is so valuable to you. It allows you to host multiple calls at the same, but manage them one by one. The waiting calls can be put on hold, given an automated message of their number in the queue and yes, even some pleasant phone line music. If you require more time to solve a customer query, feel free to tell them you will call them back as the phone system has a one-click callback. You don’t need to write down phone numbers and names, the system will save everything for you.
Save consumer profiles
Did you know that 72% of customers, expect the customer service worker on the other end of the phone or email, to know their purchase history, address, name, and even card details? They want you to know these key details because a business is expected to record consumer profiles. As a solopreneur, this is not as big a struggle to do as you might think. By using customer relationship management (CRM) software, you can easily form a picture of a customer and make your dealings with them more personal. Let’s say a customer is complaining about an outstanding delivery. You can take their name and address, pull up their order number through the CRM, and already know what they purchased, when, and when it should have arrived. You can then pinpoint the reason by doing a little snooping by calling your delivery or warehouse services.
Leverage your status
Everyone loves an underdog and as a solopreneur, you are the local kid trying to compete with the big boys. So, leverage your status as a solopreneur by creating great local SEO marketing strategies. Customer service is also about letting your customers know that you’re just one person trying to make a difference. Their level of patience and leniency with you will rise dramatically. Writing personable content for your blog, documenting the challenges you’re trying to overcome is a great emotional marketing technique.
With the right kind of tech, solopreneurs can become an octopus, multi-tasking, saving money by not having to hire employees and making your business all the more personable.