I’ll always try to help you solve your problem

I always say we don’t just build websites, we build relationships. We take a lot of pride in working with our clients for as long as they need us. Sometimes we just build a website. Sometimes we build a website, and set up hosting, make business cards, and help with email.

One of the reasons our clients like us is not just because we’re nice, prompt, and do a good job (although those things are true.) But we always try to find a solution to their problems…. even if the problem isn’t a website problem.

Many clients come to us for general advice, social media help, email help, and just suggestions on how they should approach something. Just because it’s not specifically spelled out as one of our services, that doesn’t mean I’m not going to try to help.

Let me interject with a story.

I’ve worked with many, many web hosts over the ten years we’ve been in business. I have some favorites. I have some least favorites. And one near the bottom of my list that I have issues with isn’t because the actual hosting had a problem. My main problem was their refusal to help me with a problem I was having.

I can’t even remember what the problem was – it had something to do with moving a website and I was unfamiliar with their interface and was asking for help. And they wouldn’t help me. They just kept telling me that wasn’t part of the service they offered. In fact, they even got a little snotty about it.

So I made a decision that I’d always try to help people find the solutions they are looking for. And sometimes that means I’m their personal Google searcher. 🙂

And that’s okay. Because at the end of the day, if I can help them with a problem, then they feel good about me, and I feel good too. It’s win-win.

Do I see the point in limiting services to just what you specifically offer? I do. When you are busy, it’s hard to find time to fulfill all these different needs, especially when some of them aren’t in your wheelhouse. It takes away from the time you are working on what you do best. It can be frustrating when you can’t find the answer.

But I chose to always make time for these tasks. I don’t always find the answer, but I’ll always try. And I think that’s the difference in the kind of customer service we want to offer to our clients.