Part of my job responsibility is to reach out to our clients to see how things are going. It is a time consuming process considering how many clients we have, but it is certainly worth while.
The individual conversations don't tend to take too long (unless the customer is particularly chatty) but a lot can be learned within a short amount of time.
Sometimes our clients tell me, "Everything is just fine. Thanks for the call." Sometimes I answer questions. Sometimes I simply listen to our clients feedback. In all scenarios the conversation is extremely valuable.
I feel that my phone calls strengthen REM's relationship with our customers and allows our clients to be candid and get their questions answered without them having to initiate the conversation.
One of our clients sent this lovely message to me after we had an opportunity to talk.
"I have to tell you that I truly appreciated your phone call as to how things were going with our web site. It is certainly these personal touches that set REM apart from other web design companies; super people doing a super job!"
In a society where email, texting and automated sales associates are so prominent, it is incredibly nice to be able to speak to someone, isn't it?