Being freelance or a new start-up is not an excuse for not having a customer service policy—yeah, sorry I know, you thought you’d got away with it! Having a clear approach and strategy to customer service may be even more important to a small business or freelance operation because word-of-mouth is such a strong source of clients, plus your customers are more likely to be buying into you, the owner, and you the person rather than a brand. No pressure! At the same time, you are likely to find that goodwill is more abundant among customers of small businesses because there is that personalization. Getting the balance right between being authentic and professional can be tricky. If your cleaner’s son has chickenpox and ...
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