Basic Customer Service Skills Can Make Your Blog Better
Prior to going self-employed, I worked as a regional manager and one of my focuses was training store level managers on the importance of providing excellent customer service. When a customer walked into one of my 13 stores, I wanted them to feel very welcomed and appreciated. I focused on the little things because I feel that the little things are what make a big difference.
If you visited one of my 13 stores, you’d quickly see that there was coffee and light snacks available. You’d see that the bathrooms were extremely clean. Prior to that you’d quickly discover that my employees were always available to help you with anything you needed, but also too they would never be breathing down your neck, nor would they pressure you into purchasing anything. If you were a customer in one of my 13 stores, you’d feel like a million dollars coming in and you’d feel like ten million dollars coming out. Also, and most importantly, you would be very likely to return and purchase from one of my stores again in the near future.
Running a blog isn’t much different than managing one or more retail stores. In order for a retail store to be successful, the store needs customers. Repeat business is very important towards the long term success of the store. In order for a blog to be successful, the blog needs readers. Regular readers is very important towards the long term success of the blog. Do you see where I am going with this?
Treat people with respect and treat people who read your blog exactly how you would want to be treated yourself. What can you do on your blog to give your readers the “WOW!!!” experience? Secondly, what can you do to convert your window shopper traffic into repeat buyers (aka regular readers)?
Share your thoughts in the comments. I’d like you to tell me ONE thing that a blogger can do to make the viewing experience better for a first time reader? Obviously you can’t provide first time readers with coffee and snacks, but what can you do differently to give your readers the WOW!!! experience?
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23 comments
i don’t know if this comment got through or not. i hope not, b/c i don’t want a repeat comment! but i was trying to say –
I would say the one thing a blogger could do was make his blog interactive (fun or informative).
Krissy
visit my main blog: Sometimes I Think
visit me on Twitter: http://www.twitter.com/iamkrissy
The first thing that you should do is to reply to their comment, other than those who leave a simple ‘good post’ comment as you will probably not see them again anyway. Replying to their comment acknowledges their presence, sort of like your welcoming cup of coffee.
The other thing I would do is to visit their blog and look for a post where I can leave a meaningful comment as this shows them how important their comment was to you. It also opens the door to the possibility of other commentators visiting my blog. With any luck they will return to my blog and we may eventually start up a blogging relationship.
Once again, Garry, you are right on the money. I work at a $12B corporation, and our top priority is customer focus. I couldn’t agree with you more. You point applies to blogs, optical stores, corporations, and lawn mowing services.
The only thing it does not seem to apply to is government. LOL
Regards,
Mark
Good post! Customer service in the “blogging world” is to response to comments you get on your blog and also reply to email inquiries.A good business relationship with your customers and this will build your credibility over time as well.
Great post, I agree that customer focus is important in any business. As far as improving the customer service on your own site, I can think of three things off the top of my head:
Be accessible (a contact page where they feel welcome to get ahold of you and you will respond)
Reply to comments
Visit and comment on their site
When I visit other blogs, and I visit a lot of them, it aggravates me when I can’t find an “about me” page. Secondly, if there is an about me page, it aggravates me when I can’t find the authors name quickly.
After I read a post from a newly discovered blog and I want to leave a comment, usually I don’t know the name of the author. Prior to commenting I like to visit the about me page to learn more about the author and get their name in preparation for leaving a comment.
When I can’t find an about me page, or if there is one there but the name of the author isn’t posted, I simply don’t leave a comment. In fact, in many cases, I turn my comment into a post for GCDC.
I hate to let the cat out of the bag because I have a post scheduled about Richard Branson’s new blog, but oh well.
Check this post out:
http://entrepreneur.virgin.com/2008/12/18/social-responsibility-just-business/
Responding – no matter if its comments, emails, messengers or whatever; respond to all and in a timely fashion.
As sire pointed out, visit the new visitors blog and let them know you appreciate it.
I hear ya there man, very frustrating. What the FIRST two things that should be done to a new blog? The About Me and Contact pages.
Thanks for sharing what is important on a blog, Garry. I am on Blogger (hopefully not for long). We were sort of encouraged not to include our last name. At least those who came from AOL during “the great migration” a few months ago when AOL Blogs closed down. Not only did we bloggers only use first names, some are still using code names. I have a blogger friend who is only known as “Trees” and another only known as “HappyShien”. Frustrated? Yes! If they are going to have “secret names,” they could at least spell them correctly! Trees stands for Teresa, yet she has told me that is not her name, but the name of a friend. Haven’t a clue who “HappyShien” aka “HappyShine” is! I am about to say forget it to them…
Secondly, we were never encouraged to put our email address on our blogs! I haven’t seen it done yet on any of us who have come over. As a matter of fact, I have maybe seen it on two or three Blogger blogs thus far. Perhaps that’s b/c the other Blogger bloggers know that if you click on our little “faces,” it will take readers to our profiles, and if you play around on the profile page, you will eventually find our email address.
Well, what about the rest of the blogosphere? Many of those on Blogger are so insulated they are not even considering the rest of the blogosphere, or how to reach out to them. Even those who are trying to monetize! It does not occur to them to put their name or email address on their blog.
Okay, guilty here as charged. Tonight after reading this, I went to my blog and added my full name (it was there but not in a prominenet enough place). I added my email address. And I added a Twitter Bird so others can easily follow me. I go to others’ blogs and look for their “Follow Me On Twitters’” and got frustrated when I couldn’t easily find them. What on earth was I thinking, LOL.
Finally, I wanted to say I would have tabs and a real contact page, but Blogger is just not that userfriendly. I am switching soon to WordPress, why kill myself trying to learn two systems? The way I have my blog now will suffice!
Just wanted to say thank you, Garry, for englightening me! You’re the best. You know, I was going to do a lot of this for a long time, but you gave me a kick in the pants. I was going to do it especially since going on Twitter. I’ve only been on Twitter for two weeks. Stupid me for not adding the Follow Me On Twitter birdie.
Anyway, now I am going to help others on Blogger to know what info. to put on their blogs, and to continue to improve mine. I’m also starting some new blogs in 2009 and you’ve given me new ideas on how to do them. Thanks.
Krissy
Sometimes I Think
http://www.twitter.com/iamkrissy
Cool! So brainstorm with me here, what are some ways that you can make a blog fun and interactive?
Excellent comment Sire.
One thing that I do neglect to do myself is visit many of the blogs of the people that comment on mine own. It is a challenge for me, but one that I must also understand is an equal challenge for others as well. Folks like Dennis Edell are people who have proven this theory true.
I pay attention to my stats and I know how much traffic to expect from commenting. With that, I have no doubt that people like Dennis are scoring in really good traffic.
Hi Tom!
Thanks for sharing your thoughts. As I am replying to other comments here on the post one thing just came to mind. Wouldn’t answering emails and replying to comment be considered as the same as answering the phone or meeting and greeting your customer who walks into the store. Shouldn’t these items be a given?
If a blogger answers emails and replies to comments, isn’t that much like answering the phone? If so, then where is the free coffee and snacks and the clean bathroom?
OK sporty, now yer just suckin’ around for a big shiny gift arentcha.
LOL
Actually, as ironic as this may sound, “reverse commenting” is something I’ve been somewhat slack about…somewhat I say. LOL
I comment on all blogs I subscribe to.
I respond to all comments on my blog(s).
However, since I use CommentLuv, and tend to get a lot of comments, the most eye catching titles get first priority…others I’ll “get back too”. Well, as bad as it sounds, I don’t always get back.
Another thing I’ll try to pick up on in the new year, but for now there’s a big fat *title tip* for y’all; don’t waste it.
Sure Garry.
This is something I have been known for, interactive blogs. I have gotten out of it for awhile, as I have taken care of my husband, who is recovering from two cancers, but have done numerous “interactive” blogs in the past.
Have regularly weekly features. I mean the same feature on a particular day of the week. It could be a game, a weekly question, or a tutorial.
Run a contest.
I will send you some more ideas in an email.
Krissy
visit my main blog: Sometimes I Think
visit me on Twitter: http://www.twitter.com/iamkrissy
Gee, made a comment, it doesn’t appear to be here! Perhaps it will appear later.
Will be sending you an email on this subject.
Krissy
http://www.twitter.com/iamkrissy
I don’t blame you all that much Garry, seeing how many comments you manage to pull in. Perhaps though, once you work which commentators, like Dennis whom I seem to bump into on almost every blog I visit, are regulars then a quick visit wouldn’t go astray.
So Dennis, is that what I am lacking lately, my post titles aren’t ‘catchy’ enough. So, tell me, what exactly would you prefer, a sexual theme, money oriented or something more witty?
I have an about page but I admit that it doesn’t actually include my actual name, although my posts do portray an avatar of my ugly mug. Is it really necessary that I display my name, not just to make you happy but other commentators in general?
BTW, it’s Peter
It has been a while hasn’t it, sorry about that. I should also mention that I am in the marketing mindset all day long.
If it’s a blog that falls out of that norm a bit….weird/wacky/funny/whatever, then that comes ups last. Hehe.
I just scratched your back a bit, to help make some pain go away.
Say Denis, you know, that is the strangest thing, I actually do feel heaps better. Thanks mate
I recently came across your blog and have been reading along. I thought I would leave my first comment. I don’t know what to say except that I have enjoyed reading. Nice blog. I will keep visiting this blog very often.
Joyce
http://www.videophonesguide.com
Garry,
I’ve been an aweber subscriber of this blog for less than a month now and I’m so glad I did.
I may have prematurely dismissed your knowledge base as a result of a comment or two made by Griz on his blog earlier this year having to do with your claims of making money online and adsense.
I’ve got to say that I’m very impressed with how you run your blog.
After reading this article, it totally explains why your customer service background comes shining through online.
From the time I opted into your list, to the first comment I left on your blog which led to my receiving the first ‘Week In Review’ blog recap that appeared in my inbox at the end of my first week of being a subscriber on your list.
Talk about dotting ‘i’s’ and ‘crossing t’s’. You’ve definitely got the White glove service under mastery.
They’ve all been a Superior Class Act experience.
May You Have Continued Success…this year and beyond.
Kindly,
Sunshine
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