The best way to protect your business from hungry competitors is to think of your business as a castle, and happy customers as a defensive moat around the perimeter that keeps the competition at bay.
If your customers are happy, your competitors must work twice as hard to entice them away. They're unlikely to switch for the sake of a few dollars, and they'll ignore unsolicited advertising shouting for their attention.
Keeping customers happy starts and ends with looking at your business through the eyes of the customer. Put the customer first and give your team permission to care. The rest takes care of itself.
Despite our best intentions, from time to time we all screw up. Sometimes badly. The same is true in business.
Flights are delayed, the wrong packages are sent out, appointments are double-booked, wrong amounts are invoiced, an incompatible product is recommended and so on. If you're busy and constantly pushing the boundaries, screw ups are inevitable.
While mistakes should be kept to a minimum, great service is oftentimes about how you respond when they happen.
At Mighty Ape we're proud to be a customer-focused company that's willing to do whatever it takes to make customers happy.
The warehouse team is measured by its ability to deliver on our promise of same-day shipping of in-stock orders. Our development team scramble at 3am if the web site goes down and constantly respond to suggestions and insights from our customers. Send Mighty Ape a message and you can rate the helpfullness of the reply from our customer service team, and we value this above call and message volume.
In addition to the obvious benefit of generating more business for Mighty Ape, the unexpected payoff from this is that making our customers happy makes us happy too. Receving fan mail is huge part of what makes Mighty Ape such a fun place to work.