Client care secret

Here’s a secret client care / customer service weapon: every once in a while, especially when there are no immediate fires to put out or active projects on the go, phone your clients just to check in and see how things are going. In my memory, nobody’s ever done this to me; I don’t do it myself as much as I’d like, but when I do, the reaction is almost always once of surprise and delight, and I learn a lot in the process.

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nathan's picture
nathan on September 18, 2003 - 19:00

Bell calls me periodically to ask if everything is alright with my cell phone. While it is nice to know they care, these calls usually come at inconvenient times and when I’m not having any problems with my phone.

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