Comments on: How NOT to Build Customer Loyalty… http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty Income-boosting resources for commercial writers Wed, 08 Feb 2012 03:48:35 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: Diane Brunner http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-336 Diane Brunner Thu, 29 May 2008 03:01:42 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-336 WOW! I never would have guessed they were thieves like that. Guess it goes to show that something that seems to good to be true, usually is. WOW! I never would have guessed they were thieves like that. Guess it goes to show that something that seems to good to be true, usually is.

]]> By: Star http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-312 Star Fri, 23 May 2008 19:02:54 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-312 Ebay. Chee-eep. and the laserjet ones work fine. Ebay. Chee-eep. and the laserjet ones work fine.

]]> By: peter http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-171 peter Mon, 21 Apr 2008 19:18:47 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-171 Thanks Eileen (and Nancy, Cori, Deborah), I'm the same way. If I'm working on a big project, I won't watch every minute. And clients DO appreciate the extras and they contribute to that overall feeling of an enjoyable experience - one that they would like to repeat... ;) PB Thanks Eileen (and Nancy, Cori, Deborah),

I’m the same way. If I’m working on a big project, I won’t watch every minute. And clients DO appreciate the extras and they contribute to that overall feeling of an enjoyable experience – one that they would like to repeat… ;)

PB

]]> By: Eileen Coale http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-169 Eileen Coale Mon, 21 Apr 2008 18:40:50 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-169 Being honest and offering excellent work, and never missing a deadline, of course. Beyond that, I also do little extras that I wasn't specifically contracted for - like offering to look over a press release that was written by their staff at no extra charge, or writing an extra chunk of copy for an additional web page that wasn't in our original agreement. On a 10 or 20-hour project, an extra half hour is no big deal on my end, and clients feel they're not being nickel-and-dimed to death. Sometimes I'll also mail them an article I've clipped from an industry magazine that may interest them, or send them an online link to something pertinent. Being honest and offering excellent work, and never missing a deadline, of course. Beyond that, I also do little extras that I wasn’t specifically contracted for – like offering to look over a press release that was written by their staff at no extra charge, or writing an extra chunk of copy for an additional web page that wasn’t in our original agreement. On a 10 or 20-hour project, an extra half hour is no big deal on my end, and clients feel they’re not being nickel-and-dimed to death. Sometimes I’ll also mail them an article I’ve clipped from an industry magazine that may interest them, or send them an online link to something pertinent.

]]> By: Nancy Nally http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-118 Nancy Nally Mon, 14 Apr 2008 12:45:55 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-118 I use the low ink light on my HP printer as the signal that I need to monitor the print quality but it always goes on well before the cartridge actually needs replacing. I can often print for weeks or a month or more with that light on. I don't use cartridge refilling because it is my understanding from my husband, who has worked for a long time in digital imaging, that refilled cartridges can damage machines and lower print quality. I use the low ink light on my HP printer as the signal that I need to monitor the print quality but it always goes on well before the cartridge actually needs replacing. I can often print for weeks or a month or more with that light on.

I don’t use cartridge refilling because it is my understanding from my husband, who has worked for a long time in digital imaging, that refilled cartridges can damage machines and lower print quality.

]]> By: Cori Smelker http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-113 Cori Smelker Mon, 14 Apr 2008 01:56:38 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-113 I have been a freelance writer now for over 10 years and I have built some terrific customer loyalty. Being honest is definitely number 1 on the list. When I first started out I had little, little ones at home - 4 kids under the age of 3, and an older one in elementary school. My hours were erratic to say the least, but I always told my clients that I had to work around my family's schedule. They seemed to understand that, and continued to use me. However, I remained professional at all times with the clients, and never used my family an excuse. Being true to your word is important too. If I tell my client I will have a rough draft for them by Tuesday morning at 8:00am - then I have a rough draft ready for them by that time. Through experience I have learnt to give myself extra time for those unforeseen emergencies, like a sick child who needs to go to the doctor, or something like that. If I can even get the work done earlier than projected, I will. I have also learnt to listen to the client, not jump in with my own opinions and thoughts, until I have heard them out. People will be less receptive to your ideas, as great as they may be, until they've had the chance to voice, and validate, theirs. Finally, the personal touch helps. I try to send a thank you card once a project is done, and once a month or so just a 'Hey, how are you doing?' card. I'm not trying to drum up business, but I am trying to keep my name in front of clients, so that the next time a project comes across their desk, I will be the first person they think of to complete it. I have been a freelance writer now for over 10 years and I have built some terrific customer loyalty. Being honest is definitely number 1 on the list. When I first started out I had little, little ones at home – 4 kids under the age of 3, and an older one in elementary school. My hours were erratic to say the least, but I always told my clients that I had to work around my family’s schedule. They seemed to understand that, and continued to use me. However, I remained professional at all times with the clients, and never used my family an excuse.

Being true to your word is important too. If I tell my client I will have a rough draft for them by Tuesday morning at 8:00am – then I have a rough draft ready for them by that time. Through experience I have learnt to give myself extra time for those unforeseen emergencies, like a sick child who needs to go to the doctor, or something like that. If I can even get the work done earlier than projected, I will.

I have also learnt to listen to the client, not jump in with my own opinions and thoughts, until I have heard them out. People will be less receptive to your ideas, as great as they may be, until they’ve had the chance to voice, and validate, theirs.

Finally, the personal touch helps. I try to send a thank you card once a project is done, and once a month or so just a ‘Hey, how are you doing?’ card. I’m not trying to drum up business, but I am trying to keep my name in front of clients, so that the next time a project comes across their desk, I will be the first person they think of to complete it.

]]> By: peter http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-86 peter Sun, 06 Apr 2008 20:05:26 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-86 Thanks Heather, Appreciate the comments. As for your take, I think your faith in humanity is admirable, and I, too, have it most of the time. That said, on this count, I have no doubt that this was intentional. Read some of the other ones here - this practice is VERY standard in the printer industry. The machine knows when ink is low, and I'm saying it's programmed to go off prematurely. As for your take on customer loyalty, you're right and wrong. You don't have control over what a client will do, but clients are pretty predictable in that, if you DO all those things you mentioned, few will run off and hire someone else. Clients don't want to make their lives any more challenging than they already are, and when they find someone who simplifies their lives, they'll want to go back again and again. So, in that sense, you DO have control over over what your clients will do. Think a cat who finds a soft touch who rubs his belly just the right way when few others will. Who do you think HE'S going to keep coming back to? ;) PB Thanks Heather,

Appreciate the comments. As for your take, I think your faith in humanity is admirable, and I, too, have it most of the time. That said, on this count, I have no doubt that this was intentional. Read some of the other ones here – this practice is VERY standard in the printer industry. The machine knows when ink is low, and I’m saying it’s programmed to go off prematurely.

As for your take on customer loyalty, you’re right and wrong. You don’t have control over what a client will do, but clients are pretty predictable in that, if you DO all those things you mentioned, few will run off and hire someone else. Clients don’t want to make their lives any more challenging than they already are, and when they find someone who simplifies their lives, they’ll want to go back again and again. So, in that sense, you DO have control over over what your clients will do. Think a cat who finds a soft touch who rubs his belly just the right way when few others will. Who do you think HE’S going to keep coming back to? ;)

PB

]]> By: Heather Cook, The Writing Mother http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-85 Heather Cook, The Writing Mother Sun, 06 Apr 2008 19:26:45 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-85 I'm curious, how do you know it was something that the machine was meant to do? You said it started doing that after you had it a while... so did are you saying it was programmed to wait a few months before starting to give a "low ink" signal? It seems like a pretty dismal view! I'd be more likely to check with the company first and give them the benefit of the doubt at least ONCE before I started insisting that it was a purposeful act of deciet. I find that any piece of equipment has quirks. Just like others mentioned, I chose a printer with separate ink cartridges so if I run out of black I only have to buy black. That's just common sense. Now with regards to your question: I cannot "make sure" that my clients keep coming back because I cannot control what they do. I can only give them consistently high quality work, treat them with fairness and respect, and treat them as I would like to be treated. Some stay. Some leave. Some leave and come back saying "wow, did I have a bad experience out there... I'm back to you!" Heather I’m curious, how do you know it was something that the machine was meant to do? You said it started doing that after you had it a while… so did are you saying it was programmed to wait a few months before starting to give a “low ink” signal?

It seems like a pretty dismal view! I’d be more likely to check with the company first and give them the benefit of the doubt at least ONCE before I started insisting that it was a purposeful act of deciet.

I find that any piece of equipment has quirks. Just like others mentioned, I chose a printer with separate ink cartridges so if I run out of black I only have to buy black. That’s just common sense.

Now with regards to your question:

I cannot “make sure” that my clients keep coming back because I cannot control what they do. I can only give them consistently high quality work, treat them with fairness and respect, and treat them as I would like to be treated. Some stay. Some leave. Some leave and come back saying “wow, did I have a bad experience out there… I’m back to you!”

Heather

]]> By: peter http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-84 peter Sat, 05 Apr 2008 13:56:19 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-84 Hi Jemille, I've been using Cartridge World for several years and am totally happy with them. Same exact thing (as far as I can tell) for about 1/2 to 2/3 the price. And I've noticed a lot of the office supply stores - the ones selling the pricey brand-name cartridges - getting into the refilling game as well. I even noticed a sign at the door of a local Walgreen's of all places advertising cartridge refilling. What's next? McDonalds? "Want a toner cartridge with that?" And it all stands to reason: charge far more for something than it really costs, and it's only a matter of time until you have competition. Heck, it's the same principle the black market operates on... PB Hi Jemille,

I’ve been using Cartridge World for several years and am totally happy with them. Same exact thing (as far as I can tell) for about 1/2 to 2/3 the price. And I’ve noticed a lot of the office supply stores – the ones selling the pricey brand-name cartridges – getting into the refilling game as well. I even noticed a sign at the door of a local Walgreen’s of all places advertising cartridge refilling. What’s next? McDonalds? “Want a toner cartridge with that?” And it all stands to reason: charge far more for something than it really costs, and it’s only a matter of time until you have competition. Heck, it’s the same principle the black market operates on…

PB

]]> By: Jeff Colburn http://www.wellfedwriter.com/blog/how-not-to-build-customer-loyalty/comment-page-1#comment-83 Jeff Colburn Sat, 05 Apr 2008 03:31:44 +0000 http://www.wellfedwriter.com/blog/?p=9#comment-83 Hi Peter, Most printers work that way too. I've been working with personal computers for about 25 years, and been employed by various companies as a computer tech for about 10 years. I suggest that people not replace printer ink cartridges until pages come out blank, or the printer won't print until you put in a new cartridge (Epson printers do this). On more than one occasion my printer has had a flashing light saying it's out of ink, and the on-screen ink gauge says the cartridge is empty, but I've printed another 50 perfect pages. Have Fun, Jeff Hi Peter,

Most printers work that way too. I’ve been working with personal computers for about 25 years, and been employed by various companies as a computer tech for about 10 years. I suggest that people not replace printer ink cartridges until pages come out blank, or the printer won’t print until you put in a new cartridge (Epson printers do this).

On more than one occasion my printer has had a flashing light saying it’s out of ink, and the on-screen ink gauge says the cartridge is empty, but I’ve printed another 50 perfect pages.

Have Fun,
Jeff

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