A bestselling writer,
at the top of the game,
once told me
that she responds
to EVERY reader message.
EVERY one.
She believed
that was one of the key reasons
for her success.
So I try to do the same thing.
It takes time
but often those readers
become readers for life.
“Customer service
isn’t simply an expensive,
time-consuming obligation.
It’s a strategic
marketing investment
if you want it to be.
When Tony built Zappos,
he invested in having
his customer service people
spend hours on the phone
with customers,
rewarding them
for going to great lengths
to create memorable interactions.
It created a billion dollar shoe store.”
If you want more customers,
respond to the ones
you already have.