An Example of Our Customer Service
Date: December 8, 2010Category: Author: David Hall
In our customer service, we try to identify with the dentist and be as helpful as we can. I suppose this comes from my background as a practicing dentist for over twenty years. One of the cornerstones of that service is that, if something changes in the practice to where information on the website is out of date, we will make the necessary changes for no extra charge.
So when one of our clients recently changed from a group practice to a solo practice, we made all the changes required for no extra charge. It was somewhat of a time-consuming process. We had to search through the website to find every instance where the name of the departing dentist appeared. Also, many of the pages made reference to “the doctors” doing one thing and another. We searched out all those plurals and made them singular. Then we had to switch out the logo. It turned out that the logo was embedded in various background images and headers, so that involved some photoshop work.
Ordinarily, we try to make simple changes in a couple of days. In this case, since the work involved some back-and-forth between our technical department and our content department, it took us almost two weeks to get it done, but we did.
But we didn’t mind any of this. The client is a loyal client. We are getting good results for him, and keep battling for higher rankings, and it appears that he appreciates our work.
Our policy on changes to the website is that anything that is a matter of correcting or updating incorrect or outdated information, we will do that for no charge. Beyond that, minor changes that don’t take very long, we’ll do those also for no charge. Changes in focus, the adding of extra pages, revamping of the design, changes in marketing strategy, and similar things, will require an extra fee.
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