One way to stand out, especially as a bootstrapped company, is to provide the level of customer service that would WOW you if you were that company’s customer.
For us, that means being responsive. Truly responsive. Not ‘you can expect to receive a response in 24-48 hours’ responsive, but a response within hours, often minutes. Regardless of whether they contact a specific person or our support line, they’re tended to immediately.
That also means addressing issues on weekends. If you contact us during the weekend, you’ll get a response during the weekend.
Sure, that might not be every customer’s expectation of a response timeline, but once again, it’s all about WOWing your customers. If you treat them like everyone else treats them, you’ll be placed in the same group as everyone else.
It also means giving customers access to company leadership. All of our customers are given our CEO’s direct email to use for anything and everything, including issues and feedback.
Have we gone too far? We don’t believe so.
Is this sustainable for when we go from hundreds of customers to thousands? We’ll do our best to make it so.
After all, it’s the least we can do for companies choosing to work with us. And let me tell you, customers notice.