I want my customers to know that they are in charge in our relationship. They hire me to do what I promise I’ll do, with excellence, and they should expect nothing less.
With that said, here’s my guiding principles for customer service:
I’ll apologise
As Elton John famously sang, “Sorry seems to be the hardest word”. Not around here. I’m human and I know that I make mistakes, so when I do, I’m not afraid to admit it, and I hope that you’ll forgive me and put your faith back in me to learn from my mistake and do a better job next time.
Money-back guarantee
If you’re not 100% happy with the service that you’ve paid for, you shouldn’t be out of pocket. So if you ever have cause to question whether you’re getting value for your hard-earned money, I’ll gladly refund you your membership fee. In fact, if I know I’ve screwed up, I’ll try and preemptively get your money back to you without you having to even ask.
Continually striving to improve
Nothing is ever perfect the first time around and it takes real-life use cases to realise the pitfalls in your processes. So I continually review my procedures and welcome feedback so that I can continue to improve them and make them better for everybody.
Treating you like #1
I believe that good customer service breeds a fierce loyalty that any cult would be jealous of. Every single one of my clients should feel like they are my first priority and that they are treated like royalty. When people have this experience, they go on to tell their friends about me, so it’s good news for everyone.
Good for my word
If Ibmake a promise, you can rest assured that it will be seen through. I’m good for my word, because I understand the cost of your trust. If I break that, it’s far more expensive to me than a lost client, so I make sure that when I say I’m going to do something, I do just that. No false promises here.
Unique solutions for unique you
I acknowledge that you and your site are as unique as a fingerprint and that such uniqueness requires fresh eyes for each site that I work on. So don’t expect a boilerplate approach to your site. I might begin with a framework, but it is very much adaptable to you, your site and your needs. I’m willing to constantly evolve to meet your needs, no matter what they are.
I’m not afraid to say no
I’ve been doing web development for a long time, and with that comes seasoned knowledge and wisdom, so if I see you asking for something that I don’t think you should be doing, as a professional, I’ll tell you why I don’t think you should do it and offer up a better solution. After all, web development is not about what the designer wants. It’s not even about what my clients want or need, but what my client’s clients need. Your website is there to serve a purpose and meet a goal and I intend to help you achieve it.