Why I Love Talking With Customers

“This has been an easy process and it’s been a pleasure working with you. I will recommend Speechpad to my other colleagues.”

I admit it. I love getting this kind of feedback. It’s a great feeling knowing we made a customer happy–especially since we get a lot of new business via referrals. And it doesn’t hurt that it helps keep us on track to 400% revenue growth this year.

Many of our customers go to Speechpad.com, sign up, enter their credit card info and get great, high quality transcriptions back.

But there are also those customers who want to talk to us on the phone. They have larger orders, special requirements, or just want to speak with someone about their specific needs. Our account managers will often refer a customer to me in these cases.

Talking with these customers is awesome. Simply put, there is nothing like direct customer interaction. And in the transcription business, time matters — a lot. Customers want to see that we’re responsive, and most already have a well-defined need. They’re ready to buy. They want responsive answers to their questions, a process that’s easy, and fast turnaround.

Friday evening I got just such a message. We had a potential customer with 25 one-hour interviews who wanted to talk to us on the phone.  I called this customer myself. She uploaded her first file for transcription as a test and by this morning we had the transcription turned around and delivered to her. She’s now uploading the rest of her files.

Calling this customer ASAP not only made the customer happy–it also gave me insight into questions she had that were not answered by our web site. And it helped me understand her use case in detail so we can continue to expand the market. If you’re not already talking with your customers and users — whether via email or on the phone — I highly recommend it. There’s just nothing else like a happy customer.