| | Hi Friend, It was 3:00 am, the kids were crying, the dog was barking, I was groggily scrambling to find a step ladder...the smoke alarm was going off, stobe lights and all. I called Kidde the next morning to tell them their 3 month old smoke alarm malfunctioned. They apologized, shipped a new one that day and then asked me to write an online review. What do you think I did next? Customer support matters...a lot! Business owners often handle customer support on top of other duties. Ensuring a great experience is important for customer retention and happiness, but are prospective clients thinking about your business in terms of customer support? Is it something you should promote that they may find value in? If you're thinking about it, chances are they might be too. Wanna guess what today's newsletter is about? - Daniel, FreshBooks Editor-in-Chief | | | 6 Ways to Surprise and Delight Your Customers | A BIG part of great customer support is being proactive—and what better way than to surprise and delight your customers?! It's a tried and true way to re-attract and retain customers for the long run. These tactics go hand in hand with nurturing customers and turning them into loyal brand advocates. Read all about it here. | Is Customer Service Part of Your Brand? If Not, Should It Be? | With so much to do as a small business owner, it's tough to think about your brand beyond its visual identity (logo, colors, etc.). There is a lot to consider. So we made it easy and straightforward with this brand-spankin' new eBook. Download it here: Standing Out From the Crowd—Your Guide to Building a Brand for Your Small Business | Great Customer Service = Referrals. Don’t Forget to Ask For Them | For some businesses, referrals are the main way they get new customers and ones that hang around for a long time. If you're not getting many referrals, it might be simply because you haven't asked for any. Read about the right way to ask for referrals here. | Care to Help Us Improve Our Customer Experience? | At FreshBooks, we always look for ways to improve our customer experience—especially when it comes to communicating with customer support—so we put together a short survey, and we'd love your feedback. Fill it out for a chance to win a $100 USD gift card. Click here to start the survey. | | | Save Up to $7000 | FreshBooks users save up to $7000 in billable hours every year. | | | Best Newsletter Ever, Right? 😎 | Share the love using this link: freshbooks.com/blog/share | | | | © 2022 FreshBooks 1655 Dupont St.Suite 250 | Toronto ON | M6P 3T1 | Canada Contact Us | [email protected] | You are receiving this email because you signed up for a FreshBooks account. If you no longer wish to receive these newsletters, unsubscribe here. | View Email in Browser | | |