- From Respond Appropriately: "Just keep in mind how insulting it is to answer a customer who is pouring his/her heart into an issue with a paltry, two worded, semi-automated response."
- From Don't Patronize: "Be honest. Be transparent about your progress. Be accountable to commitments you make to customers! Customers are smarter and have more understanding than they probably get credit for."
- From Don't Adopt a "Boolean View" of the World: "Its far too easy, especially in non-face to face communication to interpret a response as someone trying to make you look stupid."
Saturday, April 02, 2005
Don't Offend Your Customers
I found Josh Ledgard's blog just a couple days ago and it's already struck some great notes with me. His post Five Tips on How Not to Offend Customers has some terrific points. A few blurbs I found particularly spot-on: