Part 7: Start To Finish - Building A Website And Profiting
Here is where I'll talk about client relations. Now this isn't a direct sales technique or method and it's not a marketing tactic. This just helps keep clients happy and a happy client will usually send referrals ;)
If you missed any of the previous posts, you can find them here:
A support system is pretty common practice in todays world. Just having a support@ or info@ email isn't enough to stay ahead of the competition today. But don't worry, you don't need spend thousands and get one custom coded.
Third party support systems are the way to go, you can actually purchase a lifetime license and not pay a monthly fee for some of the systems. Now this will cost a lot compared to the monthly fee which would be a fraction of the lifetime. Normally when I start a website I will pay the monthly fee for the support system because you never know if a website will be successful. Once the website shows promise, I will upgrade the support system, but not before that because if could be a waste of money. One of the more popular systems is kayako.com since they offer all the premium features at a pretty standard price. Kayako also offers a stand alone version where you can purchase for a one time fee.
When you're responding to support tickets you should always be helpful. People that are happy are less likely to leave a positive review than someone who had a bad time. If you please 10 people and anger 10, I bet you'll have 10 bad reviews and maybe 1 positive review, that's just how it works online and it's unfortunate. One bad review can actually ruin a website and the power is in the clients hands. You can't really fight a bad review, so try to be the best support system in order to make everyone happy.
Treat Them Like Friends and Family
Don't talk to people like they are a paycheck. You should always talk to people like you've known them for years and you're on good terms. Now when I say you've known them for years, you still can't talk to them like their a brother or sister, you still have to show some sort of professional side. By adding a smiley face at the end of a paragraph it will make the client open up a bit more and let their guard down. You'd be amazed at how many sales I've closed just because of a smiley face and talking to a client like they were a friend I haven't seen in a few years
Did you see the smiley face at the end of that last sentence? ;)
This is the the 7th and final post in my "Start To Finish - Building A Website And Profiting" guide.
I may add more in the future so stay tuned
If you missed any of the previous 6 posts you can use the links above in order to go back to a spot you'd like to learn