Inform customers (even if you don’t have to).

A lot of people say that customer service departments should under promise and over deliver. The goal is logical and practical. Customers will become disappointed if you over promise and under deliver, but they’ll become delighted if you under promise and over deliver. One of the many ways to apply this thought process to your customer service operations is by letting customers know about what you’re doing even if you don’t have to.

For example, say I email a company asking about special pricing for a service. A conscientious company would reply back in a timely manner and let me know that they are looking into the special pricing and inform me that they will get back to me within a set of amount of time, say three days. If the company replied in two days, they would be over delivering and I’d be happy.

But what if I checked my email 24 hours later and saw a simple email that said something like, “Just to let you know, I am in contact with our sales director to secure this special pricing for you. Thank you for your patience.” That would be going an extra mile while simultaneously raising the bar. There is a good chance that the frontline sales person would go through this process anyway, but by letting the customer know exactly what process he or she is going through, that helps show the customer that the company cares about him or her and is working to get the necessary answers.

It is a very simple thing, but it can make a significant difference. As a company and service provider, you have to consider the line between giving customer useful updates and being annoying. It isn’t worth trying to define a set of rules or guidelines (simply use your best judgment), but it is important to keep in mind that there is such a thing of contacting a customer too frequently.

If you have that in mind when you reach out to customers and inform them of your progress, you’ll continue to over deliver.