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Customer service: how do you start off on the right foot?

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As a small business owner, you have an exciting opportunity to personalize the customer experience, like answering promptly or following up on solutions provided, in a way that big companies don’t. You could also have a detailed FAQ page to address commonly asked questions, or maybe a generous return/exchange policy. Having an action plan for every avenue of communication, or potential scenario, from the beginning can help you make sure your customers feel happy and supported. Great customer service can lead to repeat business and referrals!

How have you set yourself up for success in providing quality support to your customers? What tools do you use on or in conjunction with your website? What scenarios did you think through? Which policies have come in handy?

Share your customer service tips in the comments below!


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I'm a big fan of using a CRM tool. I just moved from Dubsado to HoneyBook and it's been amazing. Most things are automated on my end, which saves me time. And the client sees a cohesive branded experience and isn't waiting on me for certain steps.

Just one example, after they pay their deposit they are automatically prompted to answer a questionnaire and set up a strategy call.

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I like to take on a mindset of these three concepts: Expectations, Transparency, and Overdelivering.­

Setting expectations with your clients means clearly describing the normal course of doing business with you. What does your processes look like? Timeframes? What is inside and outside of scope? What is expected of your client? What will delay delivery of a successful outcome? Communicating expectations allows you to exceed expectations.

Transparency is being open and honest with processes, pricing, and the limits of your services. Communicate often. Own up to mistakes immediately and address them. Be open about potential conflicts or differences of opinion with your client. They will thank you for your honesty and will likely be happy to find a win-win solution.

Overdelivering is another key that will set you apart. Again, clearly communicate outcomes, and don’t over promise, even if you have the best intensions. Always provide something extra: Beat a deadline, provide extra copywriting or images. Add an extra set of revisions.

It might be expensive or time consuming to prevent an unexpected problem. But if you wait for a problem to happen, the costs are dramatically higher, and could even cost you a customer. Use these concepts and add them to your strategy. This will compliment what @christyprice recommends: automate processes, and remove yourself as a bottleneck.

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I have found using a live chat is a great way to connect with your customers. There are so many things I have learned just by chatting with my customers. Most of them are very nice and tend to give you useful information if you ask them😊

The tool I use for live chat is Helpcrunch.

- Rasmus Myhrberg, Founder of Spark Plugin

Spark Plugin – The Ultimate Design Toolkit for Squarespace

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