7 Values Of Customer Happiness At Crew (pickcrew.com)

1. 7 Values of Customer
Happiness At Crew
pickcrew.com
@pickcrew

2. 1. Tone
The Crew voice is friendly, helpful, knowledgeable
and trustworthy.

3. 2. Attention to detail
Everyone makes mistakes.
Mistakes are inevitable when you write hundreds of
emails a day, but they are also avoidable. Small
errors include: typos, name mix-ups, etc.
It’s likely you’ll make some mistakes, but it’s when
these mistakes reoccur and happen often there is an
issue. These mistakes do not require more training or
knowledge, they require diligence and commitment.

4. 3. Transparent
If we want to be trusted by our customers, it’s
important that we are 100% honest.
If you don’t know something, don’t ‘fake’ it. Admit that
you don’t and go and find the answer. If we may not
be able to do something, don’t say we can.
It’s better that we manage expectations upfront, then
disappoint later down the road.

5. 4. Responsive
Speed is important when it comes to support. Our
customers are waiting on us to provide crucial
information that can help them get closer to what they
came to Crew to accomplish.
All emails should be answered as soon as possible
without compromising the quality of a response.

6. 5. Fair
The most basic rule in sales is ‘the customer is always right’.
Because Crew is an online marketplace we have two
customers:
- People posting projects looking for a designer/developer
- Designers/Developers
Both customers are equally important. We always have to
look out for the best interests of all of our members. We need
to be balanced and fair with both customers and set the right
expectations. We must be agreeable, supportive,
understanding, and diplomatic.

7. 6. Patient
It can be tempting to try and dash through your
inbox, but we need to be sure we're giving quality
answers, even to people who we think might not
become a customer.
We must offer a positive experience to everyone we
come in contact with.

8. 7. Personal
If we cannot take the time to write a good email, why
would someone bother replying?
We must be human, not use a one-size-fits-all
approach.

9. 7 Values of Customer
Happiness At Crew
pickcrew.com
@pickcrew