Essential Insights for Achieving Success in the Digital World

A Personal Experience with Exceptional Service

Residing in a rural part of Connecticut, I drive a Volvo wagon, a vehicle I adore despite its boxy, almost hearse-like styling. This is an 850 model, made when Volvos were still Volvos, before they were Americanized by Ford.

Recently, my car required service that could no longer be postponed. Living in the countryside, it's challenging to find a trustworthy mechanic who can service an import. Consequently, I arranged to take it to one of the larger dealers in the state, nearly an hour away.

Upon my first call to make an appointment, the service representative was courteous, helpful, and eager to answer my questions. Despite not having purchased the vehicle from them, they offered to arrange a rental car for me, promising to pick me up when I dropped off my car and return me after dropping off the rental.

A Refreshing Approach to Customer Service

This level of customer service was a refreshing change, especially from a mechanic. The day of the appointment, I was greeted by professionally dressed men and women, who despite their busy schedules, extended a warm welcome. The waiting area was comfortable, with a fresh pot of coffee and cozy couches.

The service representative was ready with my paperwork, saving me the hassle of filling out forms or repeating information. He was efficient and attentive, ensuring that all my concerns were addressed without making me feel rushed.

Delivering More Than Promised

By mid-morning, I was informed that my car would be ready by the end of the day. An hour later, I received a call confirming the work and providing an estimate. They even assured me that an additional issue I had raised was not a problem, saving me potential extra costs.

To my surprise, my car was ready four hours earlier than expected. When I returned to the dealership, I found my car looking as if it were brand new, cleaned and polished. Even the service light that hadn't been turned off was quickly fixed by a sharply dressed man who seemed more like a sales manager than a mechanic.

Lessons for Online Business Success

So, what does this story have to do with internet business? Everything. The digital world is no different from the "real world", just faster. Here are some questions you should ask about your business and online activities:

• Is your team trained to respond to inquiries promptly and professionally?
• Are you catering to your customer's wants and needs?
• Do you show appreciation for your customer's business?
• Do you address and respond to people by name?
• Do you go the extra mile to solve problems?
• Are your services saving customers time instead of wasting it?
• Are you offering solutions?
• Are you instilling a sense of trust?
• Are you delivering what you promise, on time?
• Are you delivering MORE than you promise?
• Do your customers feel they received good value for their money?
• Are your customers consistently returning for more?
• Are your customers so thrilled with your service that they're advertising for you, for free?

If you're not answering "yes" to all these questions, you're losing money.

In conclusion, the key to online success lies in exceptional customer service, trust, and delivering more than what is promised. Just like my experience with the Volvo dealership, these principles can make the difference between a one-time customer and a loyal, returning customer.