Customer service as defined by Wikipedia: “Customer service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”
As many of you may know, the writing and selling of your book is a business. Authors that are serious about bringing their book to the public, look at all facets of business before, during, and after the writing and publishing process. These facets encompass more than just a couple posts on your Facebook wall or a Tweet here or there. Engaging your audience is key to your success as an author and with that comes top quality customer service.
So, let me pose some questions to you. How is your customer service? Do you follow up on your sales? Do you engage your readers and ask them to leave feedback? When feedback does land on your in your lap, how long does it take you to respond? Is reader satisfaction a part of your business plan. Take a moment to think about your answers because within them lies the success of your book, your next book and so on.
As you know, I recommend that you get your feet wet with “the Big 3” of Social Media and all that they can do to grow your brand. What I didn’t touch on was the importance of customer service and its impact on the growth of your brand. Email is a big key to customer service success! After your book comes out , it’s highly likely that your email will be broadcast all over and your readers will begin to reach out to you. Not only with fan mail and story questions, but quite possibly with complaints and sales issues too. Being approachable and welcoming in this department will go a very long way. Likewise, responding to your readers via email or on Facebook, Twitter or any other Social media platform will ensure happy customers. A good rule of thumb here is to always respond within a 24 hour period.
Word of mouth is another component to your publishing success. If you give good customer service, your readers will be all to happy to share. Likewise, if you are on the bad end of the spectrum. Think about it, how many times have you written an email only to get no response? How often have you joined a Facebook group only to see people at each others throats? Discontent will stick with customers and will shape their view of you in the future. So maybe what it really comes down to, are the manners your Mom taught you. If you are nice to people, they will be nice to you. At ZLS, we know that it’s not a perfect world and that’s not always the case. Sometimes there is no pleasing someone. But trying is a success key. Try to always give your best and you can become a customer service superstar!