Merrehill | Customer service? Meh.

Customer service? Meh.

Customer service? Meh.

We ask our clients a few questions when preparing a new design for their email campaigns.

Part of those boil down to finding out why their clients use them.

What makes them different from their competitors?

We never ask what their USP is. And I’ll tell you why…

Experience has taught me that if you ask any business owner what their USP is, a huge percentage won’t know, or they’ll say, “We’re passionate about customer service”.

If I had a pound for every time I’d heard that, I reckon I’d have at least £37 by now.

Two things here:

  1. That isn’t a USP.
  2. It’s not a selling point.

If you truly are passionate about customer service, good on you. A notable trait.

Rightly or wrongly, I have zero passion for customer service.

It’s important, for sure, but I’d elaborate and say I’m professional with clients and respectful in the way I speak to them. As I am with most people.

“The customer is always right”, etc, is something I don’t buy in to.

Because they aren’t. And we make no bones about telling them as much.

And in my experience, our clients like and respect that.

They’ve come to us because we know what we’re doing, and we know the best way to solve their problem, which is usually not enough leads.

They’ll often have opinions on the approach we should take, and we’ll very often lead them down a different path.

You see, our passion is lead generation.

A genuine passion.

When a client reports back a huge profit on their campaign with us, we’re genuinely elated.

And not just because it means we’ll likely get the reorder.

But because we’ve done what we said we would and been recognised for that.

Equally, if the campaign has underperformed (which happens), we’ll take responsibility for that too.

We won’t apologise. Why would we?

No, we do what we can to make it right.

We don’t have a USP. But our passion for results is something I’m proud of, and it’s why our clients keep coming back.

What’s your passion?

Written by Lee Shore on 24th Oct, 2022.

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