Here's A Customer Support Tactic to Win Customers For Life

What up guys, it's Ryan Shank from PhoneWagon. Here we are, day 35, uh, morning updates. Today gonna do something a little bit different. Um, instead of a morning update, I just want to tell a quick story and give you guys some background on the story first. So, uh, first off, I wrote a blog post for a company called Groove today, um, as a guest post. It came out this morning, um, and I really like this story. I thought I should share it with them. They have a huge audience, so that's why I decided to publish on on their blog instead of our own blog, but I wanted to create a video and tell you guys a little bit about that story and why it's beneficial to create these lifelong relationships with customers that will help solidify your business, and the article headline is how this un— you can use this unscalable tactic to create lifelong customers, and the thing that I talk about in the article is really building a true relationship with the customer starting off on a foundation of trust, Transparency and honesty, right? Don't just— one, don't be robotic when you are answering the phone. "Hey, welcome to PhoneWagon. This is Ryan. How may I assist you?" You know, be very real. Humanize yourself and really invest into the relationship. I personally like to send text messages with customers from my phone to their phone. It is blue, the iMessage. It just feels like it is a more personal interaction than if I am hiding behind a generic email, even my own email, or if I am hiding behind like help desk tickets and things like that. Granted, it is completely not scalable. Available, but I do think that there is something to be said about talking to someone one-on-one, especially if you know that that person is, you know, like the owner of the company and things like that. You feel like you're getting kind of let in, not like behind the scenes, but you feel like you're at least talking to a decision maker who, you know, if you do have any issues or anything and that they can fix them. And by the way, if you have suggestions, a lot of times people in businesses who are, you know, early adopters are going to want to contribute and give you their feedback on the product. And that's a great win-win because, you know, they're able to add value to your business, you're able to add value to their business because ideally you have, you know, some type of tool that is going to help them or you're creating content that's going to help them. Um, the other thing that I talk about in the article, Gary Vaynerchuk talks about it a lot, is how, you know, when you're doing this and you're creating this lifelong relationship with a customer, you're trying to give them way more value than you want to receive from them. Ultimately, yes, you want them to be customer, give you some feedback and retain as a paying customer for as long as possible. Give you referrals, all that. Yes, ideally in a great perfect world, that is what you want, but what will happen and what will actually make that happen is if you are able to add so much value to their business that they are going to then view you as a true partner and the business is mutually beneficial or the relationship is mutually beneficial. Okay, because what you are going to do is ideally, like for instance in my case, you know, and the guy that I talk about in the Groove article and I will link the article below. Um, he came on board. He does advertising for chiropractors and he does like pay-per-call for chiropractors. So I used to— I came from that space. I came from lead gen, came from marketing. So I was able to give him a lot of takeaways and things that I've done in the past that worked, that didn't work. He's able to help me with some funnel stuff that he's doing and, you know, Facebook advertising and way to create custom audiences and things like that. He's using the product. He's giving me feedback. He was an initial— he was like our one of our top, not top, but one of our first 3 to 5 paying customers back in January and obviously still on board. We still communicate very frequently and things like that. It's really important to have those, what I call champion customers, who you are able to, one, feel comfortable with. You feel like they know you, they know your product, they know the company, they know where you are going and where you are at currently. You are not faking anything. Everything is very, very authentic. It's very real. And then again, that's going to make that relationship strong. So if there are any hiccups in the business, if there is a product, you know, glitch, if, you know, they can't do something, they are waiting for a feature, they are not just going to leave. And the other thing I talk about in the article is how, you know, if you are viewed as just this vendor, right, they just found you on the internet, they are using your product, you are just a vendor, there is no face, there is no person, there is no humans behind it, they're going to drop you if something goes wrong, right? They're going to drop you. Um, and they're going to probably pick up something else, something that's better, cheaper, faster, whatever it is. But if you're a true partner in their business, they're not going to just drop you at, you know, the first sign that there's, there's a hiccup in, uh, in the product or whatever. They're probably going to work through you. They're probably going to help you. And they're probably going to be the ones that want to discover that first and show you what's happening. So I talk about that. I think that's really interesting. It's really good to start to build these genuine, authentic relationships with customers so that then you have this base of people that will give you true, honest feedback. And these customers need to be people that are completely unrelated to you. You have to have found them organically, which means they have to have came to you. They can't be friends and stuff because I don't think that the feedback is going to be truly objective. There's going to be a little bit of, you know, they're going to kind of pad it a little bit when you start to ask the tough questions. Find those customers, build genuine relationships with them. Again, it might not be scalable. It doesn't matter. It is a very good use of your time, and then that will help you out in the long run. It will help you build solid customer foundation. Let me know in the comments what your thoughts are, if you have done that before. Ideally, I want you to subscribe to the YouTube channel. We have a content videographer coming out here July 1st who is going to spice all this up, so it is not just me. Me in my really awkward apartment recording videos by myself, but it will be some edits on here. It will be a nice beginning, nice end, stuff that the guys want, stuff that you want. I know, I am giving you what you want. So anyway, yeah, let us know in the comments how you build relationships with customers, your thoughts on doing that, if you think it even makes sense. It makes sense to me. I included an example, screenshots, all that good stuff, but let me know what you think and see you guys tomorrow.