Posted on August 10, 2010 by Gary Chow | 1 Comment » | Trackback URL
A website is a marketing tool. Used well it can even be the cornerstone of your entire marketing efforts. But like any marketing tool, what you say on your website should reflect what you do in reality. Practice what you preach in other words.
I was reminded of this key point in a recent dealing I had with a law firm. On their website under the heading ‘Why Use Us?’ they boldly claimed the following:
“Our staff provide an efficient and friendly service because that is what our clients expect. In looking after you our priorities are:
1. Keeping you informed every step of the way
2. Quick timely responses to your calls
3. Providing accurate and useful legal advice when required
4. Being one step ahead so as to avoid possible problem.”
Well and good, but the problem was, in my experience with them, the staff member I dealt with did none of the above. She was unresponsive, never answered my calls (all but one went directly to voicemail), was very tardy in her response to my messages and emails, gave vague advice, and was never ‘one step ahead’. In fact, I was so disappointed by the service given to me that I complained to the managing partner and ceased doing business with them.
The lesson is this: if you make claims like the above, make sure everyone in your office, from the person that welcomes people at your front desk right through to the top banana, lives and breathes the philosophy you communicate on your website. If you don’t and your staffers let you down, you’re just spouting hot air.
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On August 13, 2010 at 11:29 am
Good customer service starts with answering your telephone | Lucid Lingo| Copywriting| Web Content| Brisbane said:
[...] there to turn voicemail on even when they were at their desk. More recently, I had an unpleasant experience with a law firm during which time all but one of my calls went directly to voicemail. It was as if the staffer was [...]