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[Music] what's up YouTube welcome to the lace-up Channel I wanted to take a moment to show you five ways that you can improve your customer support and increase your customer retention to maximize the amount of profit over the lifetime of a customer relationship let's get right into so point number one is don't charge the customer for your mistakes errors and bugs what I see in a lot of our competition is that they are basically charging the customer for spending hours with the customer the problem is that the hours that they're spending are due to the bugs that their systems have created for the customer now the issue with this is that the customer shouldn't have to pay for something that you've created for them this is a problem that your company brought on so the customer is not responsible for paying you for your time you are responsible for paying the bug with your time so that's point number one don't charge the customer for your errors bugs mistakes never ever charge the customer point number two always always always follow up with the customer even if you don't have a response so in our industry in a lot of scenarios you're waiting for development to finish something you're waiting for project management to see what's going on you're waiting for bug testing to find the bug and in many scenarios you can't solve the issue right away what you have to do is instead of hiding from the customers you have to tell the customer exactly where you're at regarding what status the bug is at so for instance if you have an issue and you haven't solved it yet what you want to do is call the customer at the end of the day and tell them look I haven't solved your issue yet but we're working on it I'm gonna call you tomorrow to give you a status update now when tomorrow rolls around and you still haven't found a solution you still want to call the customer and tell them look I still haven't gotten the issue resolved but the quality control team is on top of it they've been testing it for ten hours or five hours or whatever or maybe and we are going to find the issue so you want to do this every single day until the issue is resolved that way the customer knows that you're on top of the issue so on point number three is perhaps the most employee important thing is please remember that you're a human being what does that mean this means that you're gonna forget as issues come in as a Support Specialist you're gonna forget to document everything you're gonna forget sometimes a particular issue that happened to a particular customer and more importantly you're gonna forget to follow up okay the most important thing is that if you forget and the customer has to call you back for an issue that they've already reported to you the most important thing is to own up to it apologize escalate the issue to the very top of your priority list to get it solved for the customer we're not perfect we're human beings okay you have to take that issue that you forgot about and alson has to become the top priority of your company in order to pay back the customer to repay the customer for the delay that you've provided to them in their company so again point number three you're gonna forget things take full accountability for forgetting and solve the issue for the customer right away so point number four and perhaps one of the most important points is always put yourself in the customers shoes what does that mean if you're having a problem with the customer and you've caused the bug let's say for instance you've duplicated a bunch of data for the customer now what does that entail you have to realize that duplicating data entails that they have to put a full-time employee to fix that duplicated data okay that's gonna cost some time money that employee could have been doing other things so the opportunity cost of it is huge so what you want to do is put yourself in the customer shoe okay and try to understand how much this issue that you caused them is costing them the reason why you want to do this is because you want to convey how big of an issue it is to your development team in your quality control team in order to convey to say SH you have to be able to equate the problem to time money and resources okay and in many instances if our the customer some of the issues that my customers have had I would leave leisa straight up you have to convey the seriousness of the issue in my experience that we have an issue so serious I put myself in the customer shoe and if I think that the customer can leave because the issue is substantial enough I go out to the development room or I'll go out to the quality control room or the support room to tell the team that this is the top priority of the company okay so point number four is always put yourself in the customers shoes so point number five even though it's not possible because sometimes you're relying on other people is you want to solve the issue as fast as possible so what does this mean if a phone call comes in with an issue you can solve right now what you want to do is jump on top of the issue and get it done get it off your list as soon as possible don't procrastinate the more issues you saw fast the better reputation your company has for giving excellent customer support so again what you want to do in point number five solve the issue as fast as possible we have issues that were able to solve within a minute we have other issues we solve within five minutes the golden rule that I tell our support team is the goal is to have any critical issue resolved within one hour and if we can do that we're winning at support so again point number five solve issues as fast as possible so those are five real easy ways to improve your support team increase customer retention and have a much more profitable relationship with your customers over the years so for more videos please subscribe to our Channel I'm gonna keep making these videos for you guys if you have any questions please hit me in the comments I'll respond to you and I'll help you and I'll point you in the right direction I look forward to seeing you next video take care of [Music] [Music] [Music]