We get back to people promptly. We even allude to it as part of our email signature, which looks like this:

Re:word Communications
Choose your words wisely™
416-800-9257 • 1-855-800-9257
Visit the new Re:word.ca. It’s a fun read.
If you don’t think this email is for you, please let us know. We hate to keep clients waiting.

It seems like a no -brainer, but yet we get so many people thanking us for a quick callback as if they’re not used to it. It strikes us as odd that more companies don’t follow the first rule of customer service:

Treat every customer like the first customer.

We remember the day we published our first website, which looked like this:

old reword

It wasn’t awesome but we didn’t know any better. We were happy to be out there living the dream. Then on day 3, a request came in from Suzanne who needed her company’s shareholder report edited. We were ecstatic. We were about to make our first official dollar. We called her back right away, took the brief and ran with it. The final product was delivered on time and it was “perfect…so much better!” — Suzanne’s words.

There’s the work. And then there’s the experience.

Responsiveness. That’s what made Suzanne feel better about choosing us. Because, if we’re honest, any editor worth their hourly would have been able to do the work well. But she was our first, and more than making a good impression with the work, we wanted to show her we really wanted her business. Because we really wanted it. So we took the four calls she made in the six hours we spent editing her piece. We delivered when we said we were going to deliver. And we explained the choices we made.

And as for Suzanne, we wound up doing three more projects with her at that job. She’s since moved jobs twice and continues to reach out for copy editing from time to time. And we always call her back promptly — every time she calls.