Because, in today's digital age, we think the importance of good customer service cannot be overstated. With the rise of online platforms and social media, customers have more power than ever to share their experiences, both positive and negative. This shift has made it crucial for businesses to prioritise excellent customer service to maintain a positive reputation and foster customer loyalty.

One of the key benefits of good customer service in the digital world is the ability to build strong relationships with customers. This isn’t easy to do when you are never dealing with each other face to face and like in our type of business, it’s not often that we have repeat customers as it’s often a one-time transaction. That said, when customers feel valued and heard, they are more likely to return and recommend the business to others and this is something we’ve experienced. This word-of-mouth marketing is invaluable in an online environment where reviews and recommendations can significantly influence potential customers. We truly rely on this form of promotion of our small online business. 

Moreover, good customer service can help businesses stand out in a crowded market. With so many options available online, customers are more likely to choose a company that provides exceptional service over one that does not. This competitive edge can lead to increased sales and long-term success. This is why we work hard to maintain a hands-on approach and ‘not get too big for our boots’ because otherwise, we are no longer in total control of how we deliver our service.

Another important aspect of customer service in the digital age is the ability to quickly and effectively address issues. With the speed of online communication, customers expect prompt responses to their inquiries and complaints. Businesses that can meet these expectations are more likely to retain customers and avoid negative reviews. We haven’t avoided negative reviews, but we hold our hands up if we made a mistake as we don’t always get it right despite our best efforts.

In conclusion, we believe good customer service is a powerful tool in the modern digital online world. It helps build strong customer relationships, provides a competitive edge, and ensures quick resolution of issues – something the team know from experience of working in large corporate companies in the past, this can’t always be delivered. By prioritising excellent customer service, we believe we can enhance our reputation and achieve long-term success.