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Mistakes happen, but good customer service is one way to set a business apart.
Owners need to build and maintain a stellar perception of their companies so that conversation about it is always positive.
This is especially important for startup companies, which are more likely to experience stiff competition from entrenched organizations already in the marketplace.
A savvy owner of a startup business will do research to make sure there is a market for any product before launching it; what customers want from it; and how to price it.
Similarly, industry customer-service practices should be researched to determine the extent or types of support typically provided, whether it’s in the form of after-hours help or replacing a component. Considering customer service during product development will ensure the extra cost of providing it won’t take the company down. It may also illuminate new markets that aren’t being served.
Knowing how the competition handles blunders is critical; some of this may appear on a competitor’s website or elsewhere on the Internet.
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