Technology has made keeping in touch with customers easy. While customers enjoy how streamlined and fast-paced communication with businesses has become, there is something cold and impersonal about many 21st century transactions. No matter how much technology improves, customers will choose brands and companies that take the time to get to know them, interact with them, and make them feel like they matter. No matter what business you are in there is still a human being on the receiving end, and that human being has a name, a face, and feelings.
In a world of constantly-evolving technology, here are four approaches to help you bring back “old school” customer service:
- Show customers that you care. You can provide fast, on-demand service while still making people feel like they had an authentic, deeply personal experience. Take the time to send a more personal email or to reply to their tweets.
- Know that customers crave a connection to simpler times. Nobody wants to interact with a machine. Customers want to have the ability to pick up the phone and talk or communicate face-to-face with a human being who shares their interests. These interactions should be to the point but also have compassion and empathy – part Silicon Valley efficiency and part “Main Street” values.
- Fit in with the growing artisanal movement. Gone is the mass-produced junk offered in the last few years. Shoppers are now choosing products and services that are unique and customized. The craft beer craze is an excellent example of this. Microbrewers have reclaimed the art of beer making, and more and more people are falling in love with craft beers because of this.
- Your service style will help you stand out from the pack. This is the most compelling reason to adopt an old-school approach to customer service. With so much competition, the way you treat and relate to your customers might be the only thing that defines your brand and helps sustain your business. Even though technology is ever advancing, the basic need of human interaction has remained the same.