My wife is currently in Hawaii with family and I recently decided to send her some flowers for her birthday. I picked out a beautiful rose and lily bouquet from an online floral delivery service, paid my money and set the date of delivery. On her birthday she called and said they were beautiful flowers and texted me a photo of the arrangement.
One problem. The arrangement didn’t have a rose or a lily in it. In fact, it didn’t even remotely resemble the arrangement I paid for (at no small price). So I emailed customer service and complained and they apologized profusely and promised to send out the proper arrangement the following day at no cost.
My wife never got the re-delivery as promised, so I asked for a refund. Fortunately, they gave it to me. So I’d call it a bit of a wash as far a customer service goes. They failed to correct their mistake, but at least they gave me the refund.
Why do I bring this up?
We’re often told that when we’re writing we should write for ourselves and hope that the readers will follow. I’ve said this myself a number of times and believe it to be true. That if you write a story that you love, their will surely be others out that who love it just as much or even more.
Nothing wrong with that.
But I think, as professional storytellers, we do owe our readers good customer service. And by customer service I mean that we deliver what we promise. If we’re painting pictures with our first few paragraphs—the paragraphs that make readers decide to buy the book—then we had damn well make sure that the rest of the book holds up and takes the reader on an emotional thrill ride.
I’ve personally read far too many books that started out promising, then began to peter out about halfway through as if the writer either lost his or her way or simply lost interest. Then they slapped a pretty cover on their work and threw it up on Amazon, hoping they’d done enough to get some sales.
And that’s poor customer service.
Good customer service starts long before you push that button on KDP. You should never publish (or, if you’re traditionally oriented, send out) a book until you have a solid working knowledge of characterization, dialogue, narrative, voice and, maybe most important, structure.
When we first decide to write a book, many of us sit down and just start writing without understanding any of the above. And that’s fine. The best way to learn these things is to start putting words on paper and use the lessons you’ve learned from reading other authors’ work to guide you.
But just because you’ve managed to finish that first book does not mean it’s ready to be published or sent out to an agent or publishing house. Good customer service demands that you proceed carefully, thinking not just about what makes you happy, but about the reader on the other side who will not be happy if you fail to deliver on the promise that every new book offers them.
Good customer service isn’t easy. It takes time to learn what works and what doesn’t. Even in this day and age, some people still don’t understand the concept of good customer service, but at least we have companies like Custom Water who get where we are coming from. To grow any business, the customers should be your top priority. Whatever industry you are in, you’ll start to understand how important customer service experience is. So it comes as no surprise to find that some companies are deciding to implement the use of software such as PieSync, to assist with data intergration, as well as improving customer service. To learn what your customers want and give it to them.
This is why companies have invested in other ways to help improve their customer service skills and the efficiency of their business. There is always room for any business to improve, especially in the field of retail. Sites like https://toppossystem.com/grocery-store-pos-system/ will get you up to date on how businesses are making their customers their top priority. It requires patience and practice.
And, yes, you are your first customer, so it is incumbent upon you not to be easily satisfied with your work. Make sure that before you send it out to the public, they’ll have very little reason to complain.