Customer Service Secrets for Consultants

Sometimes doing something that’s bad for your business can actually turn out to be the best thing for it.

But people sure do appreciate getting a reply back from a real person within a reasonable amount of time.

If you’ve ever emailed us here at Consulting Success you’d know that Sam and I answer almost every email ourselves. Minus the spammers and the “we’ll get you onto the first page of Google in 5 minutes” crapshooters of course.

Emails sent usually receive a reply within several hours (during business hours) and often much sooner.

Most people would believe that this approach doesn’t make great business sense. It doesn’t scale very well. And in some ways they are right. It doesn’t.

But people sure do appreciate getting a reply back from a real person within a reasonable amount of time. That’s hours not days.

“Thanks so much for getting back to me so quickly”
“You really have great support”
“Wow, I really appreciate the reply!”

We get messages like this from people all the time.

People don’t expect this level of service anymore. And that’s a real shame.

These days it’s become common place to email someone and not receive a reply for 2-3 days, sometimes it takes a week or more…and sometimes you never even get a reply.

That’s not very professional and no way to run a consulting business in our minds.

It might be hard work, it might take a lot more time, but it’s a great way to build a sustainable business backed by customers who are happy to tell the world about you.

Our customers come from all over the world. They are expert consultants, long-time business owners, mid-level practitioners and those just becoming consultants. Regardless of where they are from or what level of expertise they have, we do our best to respond as quickly as possible.

The result? What do you think? First, people are shocked, excited and delighted with the customer service we provide. Second, they trust us more because they know a real person will actually answer them. Third, it sets us apart from others that don’t provide this level of service. And fourth, it’s great for business.

That’s right. Taking the time to respond in a professional manner is actually good for business. I hope that doesn’t surprise you. If it does, that’s okay, it means you have a great opportunity to improve on what you’re currently doing.

I’m not sharing all of this with you to toot our own horn or to flood our inboxes (fingers crossed that doesn’t happen), my goal is that you look at your own communications and see if there are things that you can do to improve the level of care and service you provide to your own clients and customers.

I’m also putting this out there as a way for us to remain accountable as our business continues to grow and so that we ensure we’re continually providing a level of service that not only satisfies you, but delights you.

It might be hard work, it might take a lot more time, but it’s a great way to build a sustainable business backed by customers who are happy to tell the world about you.

Please Share This Article If You Enjoyed It:

  • Karin from Jamaica

    Simple idea but so so true! Thanks for sharing and reminding us all about this great business building strategy. BTW – I love your blog!

  • Terris Muhammad

    The money is in the follow-up…

    • Much of it is Terris. Astute marketers know the value of creating long-term relationships with their clients and customers. They focus on lifetime value, not on making a quick sale.

      Anyone have stories they can share on this?

  • Amita vikram pratap

    i have recently started with my brand consultancy and your write ups are very insightful on the ways to work better. thanks a lot.

    • Amita – thanks for the kind words! Keep us posted on how your work goes.

  • Hope Tura

    Giving a prompt response is basic good manners and right conduct. In real world workplace, when someone talks to us, we reply in a professional manner Thanks for your write-ups.

  • Waako garvin

    it is a wake up call….some horses have been sleeping.

  • Great article. I learn a lot from this article. Thanks for the info.

  • This is a great post! It is very informative. You’re making us aware with all these ideas and it adds our knowledge about business strategy. Thanks.

  • Sodtechnologies

    I like your blog and your great article. That would be a really interesting to see your post. i feel happy to join this site. Thanks for the update !!!

  • Man, this is so true! I often e-mail a business just to see if they do monitor their feedback & I can tell you firsthand, most of the time they don’t. I agree it’s not exactly scalable, but isn’t that what we’re tired of anyways? Behemoth corporations with no soul?