I haven’t got one but Jim does

Imagine for a moment that you’re shopping in the high street and you walk into a store looking for a particular widget but you can’t find it on the shelves, so you ask an assistant for help.

Consider these two possible responses:

Response one

The assistant scratches his head a little and looks a bit puzzled and replies,

“I don’t think we have one of those, sorry.”

Response two

The assistant pauses for a moment and then replies,

“I’m sorry, I haven’t got one but Jim does. He’s at store X. I’ll give him a call and let him know you’re coming over, can I take your name?”

Which response would encourage you to return?

Combining product and market knowledge with excellent customer service is a dying art but it’s perhaps one of the cheapest and most effective marketing tools available to you.

Don’t be afraid to get to know others in your industry and understand what they offer and refer custom to them if your enquirer’s brief isn’t an instant match to your offerings. This will bolster your client’s confidence in you, which in turn boosts your credibility.

They will come back because you served them well.

So how does this translate to the internet?

It boils down to your message – be clear about your service boundaries.

It’s highly likely that a percentage of your visitors will arrive looking for something that you can’t quite match or there may be a related or complimentary service or product that can better satisfy their needs.

Make it clear where your boundaries lie. If you can’t meet their needs, prevent an empty experience, recognise their need, and gracefully direct them to someone who can help.

You might not have made a sale this time but you will have served them well, creating a positive lasting impression.

Dev Tip: loading JavaScript from JavaScript

A little dev tip for any of our Front End developer friends The problem Recently I was developing an interactive site for a client and it was intended to be a single page solution more like an app than a site, in that when a user clicked on a menu item the new content would… Continue Reading

Under the hood: Domain names explained

We all know about web addresses right? But what do we know about domain names? This is the first in a series of under the hood articles for those who’d like a more in depth knowledge and understanding of how the Internet works on a more technical level. This article seeks to demystify the world… Continue Reading

Choosing the right web professional for your project

In such a vast industry as Internet marketing and web development it’s not surprising that the quality and credibility of practitioners ranges from charlatans to the saints. The industry has no regulations nor governing body and very little legislation – on one hand this can be a good thing because it embodies the free spirit… Continue Reading

Lessons from a 4 year-old

Today is my daughter Lilli’s first day in primary school, so there’s been a lot of excitement in our house over the past few days. It’s a milestone event in anyone’s life – we all remember our first day at school –  a day that’s loaded with emotion and sentiment. Kids are excited and sometimes… Continue Reading