Providing a good customer experience is just a generally accepted tenant in a professional setting. Not only does it make you look good, but it helps maintain our reputation at StuDev as an organization that helps provide quality students.
So what does that entail? Here are some examples of what we mean:
- You complete the job to the customer’s specifications and satisfaction
When you agree to work with a customer, you agree to work on it until their deliverables are complete, and they are sufficiently confident that the final product is of high quality.
If you no longer able to do so, let the customer know in writing. Leaving a customer hanging with incomplete work and radio silence is a no-no.
- You respond promptly to customer communications and keep them in the loop
Be respectful of our customers' time and trust in us to get the job done and respond to customers as soon as you can.
Even if you are unable to provide a complete response, a simple acknowledgement that you have read their message is sufficient to maintain a consistent line of communication.
As a rule of thumb: try to respond within 3 - 4 hours.
Earlier is better of course, but don’t take more than 24 hours to respond unless you have a very good reason to do so (if that happens, explain to them why it happened).
If you are in a different timezone, which can impact your ability to respond as promptly, make sure they are aware of that before they start working with you.
It may not be as ideal communication-wise, but at least you are properly setting expectations around your communication with them.
- You are patient with your customers.
Not everyone will share the same level of expertise as you do. It shows more understanding of your work if you are able to explain it in more ways than one.
Be mindful as well that our customers likely have other responsibilities beyond the project that they have asked us to complete.
- You understand and anticipate their needs.
Don’t build something just because they ask you to. Make sure you know why.
Knowing why sometimes will present itself an even better answer to the “how”. That can be a really powerful moment for customers because it illustrates that you are genuinely invested in their success and helps to gain their trust in us.
- Make sure to keep your priorities straight
When it comes to things like your personal well-being or school, these should take priority. Sacrificing work-life balance for short-term gains with a customer is not worth it in the long run. It will also catch up to you on those very same projects if you end up burning out and being unable to complete the agreed upon work.
If you find yourself in such a situation, we recommend communicating to the customer in writing and working out a way to allow yourself to address those priorities.