Its one thing to keep in touch with your clients. To develop a high degree of transparency into your company, and is internals. You can take it further and let your customers know when things don’t go well ahead of time. Letting them know what to expect and how you are trying to fix it. You can monitor your email, and blog for feedback. And to take the temperature of how your clients feel about you. These are all things that help you understand the environment you are working in, and how well you are doing. RubyRedLabs, more specifically ValleySchwag takes this aspect very seriously, so seriously in fact they make a point of continually responding to the comments of there customers.
What impresses me is a letter I received in the mail this weekend. Earlier in the week, I posted on the ValleySchwag blog "Although I would have loved a RubyRedLabs sticker. O’ well maybe next time. ;-)". I was not expecting to get a hand written letter from Amy. WOW! Do you know how long its been since I’v received a hand written letter form some one I was not intimate with? (I don’t think its ever happened).
So, I will take this as a lessen, and make a point to begin writing letters to clients. With luck, I will be able to affect some of my clients in the same way.
Thank you Amy @ Valleyschwag
Posted by Al Pritchard on 2006-09-05 23:58:05
Tagged: , rubyredlabs , remember , customer , service