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The Paradox of Majestic Amounts of Customer Service

by Demian Farnworth | @demianfarnworth

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Ten thousand dollars.

That’s the amount of money it would cost to buy a book before the printing press. Sounds like a lot until you realize it took a skilled workman about half a year to copy one book.

Cast iron pan. With a little care it will last ten thousand years.

Today we cast off books like we cast off our clothes. And we watch our cooking pans get eaten by the dishwasher or gored by a metal spatula.

Most of what we own is junk. And we tend to behave in a similar manner. Even when it comes to dealing with clients.

The Sure Path to Obsolescence

A hack writer will work for $15 blog posts. He might as well be an assembly line worker. Mindless and eager to get the next pay check. His work will be obsolete in less than thirty days.

He will be obsolete in three years. Or less.

I don’t want to be obsolete in three years. I don’t want to be obsolete ever.

I want my work to extend to half a year at minimum. Ten thousand years at maximum. More than anything I want the relationship to last until THEY die.

How do we do that? Majestic amounts of customer service.

We forget about hourly wage. We forget about fairness. Equality. And we bend over backwards and pour ourselves out.

The Paradox of Majestic Amounts of Customer Service

Afraid you’ll get screwed if you do that? You won’t, because the beauty of extending yourself beyond the original terms of the agreement is that you’ll get to charge exorbitant prices.

Prices that make people choke.

But if they want the best service, they’ll have to pony up. If they don’t, move on. There are people out there who have the purchase power to afford professional service. And will pay for it. I promise.

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Comments

  1. Great post. It’s so true about ‘cheap’ making the journey downwards into nothingness, forgotten forever. Who remembers cheap, not me. I remember good, great, brilliant service and keep going back time and time again and can you believe it I pay for it. Am I mad! Those who deliver service seem to survive the test of time. I think you’re onto something for sure. Enjoyed the read, thanks.

    • Thanks Josh. I’m with you–I’d rather dish out a few extra dollars and get treated well rather than get the least-expensive. It’s the experience that’s so important. Take care and I appreciate the comment.

  2. This post speaks to the “stuck” mentality that so many writers find themselves in with content mills. It struck a cord with me, because I definitely believe those $15, soul-drainers should be put into retirement forever! It’s so true, when you offer fant-ab-u-lous customer service, you build relationships – and these relationships generate leads and customers who are willing to pay what your worth. The first, crucial step in getting there is getting over the fear factor.

    BTW, I really enjoy reading your words.

  3. Rockin’ post, Demian.

    Great advice.

    From someone with a service industry background I understand how exceptional customer services and good standards allow you to charge top rate.

    Another piece of great advice I was given recently was along the lines of “Either be expensive or work free.”

    I like the idea of taking an opportunity that a client may not be able to be afford yet taking it for some worthy pursuit or cause.

Trackbacks

  1. […] say, then say no. [See no. 1.] However, it's been my experience that when you promise AND deliver majestic amounts of customer service, people are happy to pay a […]

  2. […] don't just settle to provide the minimum: you need to offer majestic amounts of customer service. You need to pour yourself out. You need to write yourself silly. Edit like David […]

  3. […] if someone flinches at your rates, tell them you will back your work with a majestic amount of customer service. Better yet, tell them that BEFORE  you tell them your […]

  4. […] purpose of each of these lessons is to help define the sort of customer service [http://thecopybot.com/2011/09/majestic-customer-service/] that you will need if you want to maintain your life as a well-paid […]