Exceptional Customer Service from Authors

Whether you want to believe it or not, writing is a business. It's lots of fun but you should remember in the back of your mind that you need to make a profit in order to stay in business. What do all successful businesses have in common? Exceptional customer service. Great customer service creates happy and loyal customers. Make them happy and they'll keep coming back for more of your books. These sales generate profits. Treat your customers badly and you'll ultimately go out of business. 

Here are some ways to provide quality customer service as an author:

1. Use social media, e.g. Facebook and Twitter, to communicate with current and potential customers. Be polite, always. The key word there is "communicate." Don't talk to them; talk with them.
2. Take Gary Vaynerchuk's approach and respond to negative reviews (on Amazon.com, for example) with an apology and offer to refund. I know this may sound crazy, but you'd be surprised how much respect you will earn. Read this.
3. Throw in a bookmark or some complimentary item with every book sold at your website. Sign the book, obviously, and also the bookmark. Include a short note with your email address. Sign the note as well. Ask the customer to get in touch with you after they're done reading. Let them know you'd love to hear from them. When they email you, make sure to respond. This type of personal customer service will gain you many repeat customers!

Any other ideas?