Many, many years ago when I took over this organization; I made some business decisions about a few things that I took and felt personal about regarding our customer relations. What would be best for the customer today and tomorrow, and tomorrow is here. I believe in being a powerful, professional, personal provider for all our customers, even if that means a few changes.
- We would not use an auto attendant.
- Primary communication would be by phone, not email or other means.
- We would personally call them with service updates, simply check in or follow up with answers to their questions.
- We would change with technology and customers with requests or recommendations if feasible.
Many years later, it would seem that the Millennial generation prefer not communicate via the phone, unlike previous generations. They prefer to communicate by email, text, and other means thus taking some of the personal human touch out of the equation. Although 73% of our customer base is non-millennial, we have adapted to this request to serve the next batch of entrepreneurs and business owners. Although this email address NCNIService@NationalComTel.com has been around for decades, it is being utilized by our customers more than ever, as well as by ourselves to reply to our customers. We have even seen a swing in our traditional customer base adopting this new practice of communication.
So, it seems that rule #4 has affected the first three, and that is OK as long as the customer requests it.
Also, note that we still prefer to speak with and keep close to our customers because we do strive for that traditional and personal relationship. Customers to us are not a number or email address, they are a living and breathing entity. However, we recognize the direction of a new group of business owners and how they may prefer to operate.
