Tag s | Communication

Great Customer Service

Last week I blogged about a poor experience I had with a hotel, comparing it to a great experience with a different property. This week, I offer a few more tips on how writers can meet and exceed expectations in customer service.

Answer in Person

I was interested in a particular clothing line and called ahead to the store since it was located in the next state. Excellent customer service point number one: a human answered!

Ask the Unexpected Question

I asked, “When do you close?”

Answer: “Eight o’clock. Does that meet your needs?”

Does that meet your needs? Oh. My. I already felt special and I hadn’t even left my house.

Pay Attention

The salesclerk gave me her total attention, answering my questions.

Be Flexible

The salesclerk presented me with many excellent options.

An Exclusive Club

The salesclerk shared interesting tidbits about powerful women who wear this line of clothing.

The Wise Writer Can Do Likewise

True to the tenants of excellent customer service, the wise writer has many options.

Tries to be Available

I totally understand screening calls, but I respond to clients’ calls when I’m in the office. I also respond to emails as promptly as I am able. This is a good practice for writers as well. Exception: if you don’t answer your phone or go online while you’re writing, let important people know.

Makes Her Editor Feel Special

When the opportunity arises, do the unexpected task that will help your editor’s life be easier.

Is Attentive and Flexible

You want your editor to see your best work, meaning you have paid attention to your craft and to the expectations and needs of the editor and your readers. When he has questions (and this is often the case), provide thoughtful answers.

Has Many Ideas

Often, editors will ask for a variety of story ideas. Flexibility and creativity are keys to gaining her trust and respect.

Makes Her Readers Feel Special

You want your readers to be members of your fan club. You can do this in part by being a consistent and friendly presence on social media, and keeping them informed about your work. They’ll feel as though they are a part of your life, and therefore, special.

Your Turn:

How do your favorite writers make you feel special?

What tips can you add?

Leave a Comment

Not So Great Customer Service

In publishing, all of us are really in Customer Service. The agent serves the writer. The writer serves the editor. The editor serves the publisher. The publisher serves the reader. Of course, there’s lots of overlap, but you get the idea. Recently I had a not-so-great customer service experience when …

Read More

The Accidental Pharisee

Anyone who spends even a little time reading the New Testament discovers the only times Jesus got really angry was when he confronted religious people who were so far off the intended track they needed outright and immediate correction or even condemnation. Jesus could judge, after all he was God …

Read More

You Say Tomato, I Hear Guacamole

I have a hearing problem. My ears are fine. For some reason listening to songs like Smoke on the Water and LaGrange on my headphones forty years ago had little or no effect on my eardrums. But over the years, I’ve begun to hear something different than what is being …

Read More

No Comment

A few years after the dawn of the internet in the mid-nineties, vision for the world wide web shifted to the “2.0” version, which involved encouraging audience interaction, viewed as significant progress by marketers and communications experts. Comment sections, message boards, chat and community discussion started off with great energy …

Read More

Tell Us All the Gossip!

Sometimes writers hear wild, wild gossip about the industry. Sometimes that gossip is true. Sometimes it is not. Sometimes it is halfway true. As your agent, I want to hear it! You might say, “Wait a minute! Aren’t you a Christian agent? Doesn’t the Bible say not to gossip?” Yes. …

Read More

Meet Your Reader

Every year a report or article appears in the media that show how the youth of our world don’t know very much. They are not speaking of ignorance as in stupidity, but in “not knowing” things simply because they have no first hand experience. Beloit College in Wisconsin has a running …

Read More

Can I Have Your Attention Please?

In the last decade or so, there is a growing problem of fans being injured by foul balls and bats flying into the stands at baseball games. Discussion of fan-protection is becoming more important. Why are spectator injuries becoming more prevalent? Photos at the moment of impact of a foul …

Read More