What is the real value of customer service?
July 10th, 2018 by Claire Madams
What is the real value of customer service?
Not to put too fine a point on it, our driveway was a disgrace. In fact, it would be fair to say it was letting the entire road down. Now because we’re a hands-on family and not frightened of ‘giving it a go’ hubby and I decided that we could handle laying a block pave driveway ourselves.
So far so good.
Now, if you think I am about to list a calamity of disasters, major expenses, family barnies and general chaos, think again.
From the moment we decided what we needed and which suppliers we needed it from, I NEVER, EVER encountered substandard, inadequate customer service, by that I mean the people from:
RSS Skips www.rsskips.co.uk, HSS Hire www.hss.com, Discount Builders Merchants www.discountbm.co.uk were absolutely wonderful.
Couldn’t fault any of them. Not even when on the fifth or sixth time I called to change an order or switch a delivery date did any supplier grow annoyed or lose patience. If anything, they went out of their way to help; nothing was ever too much trouble. They didn’t patronise me, they didn’t “tut” nor did they make me feel I was being a pain in the a*** (although, to be frank, I probably was).
So, without exception or ‘fine-print get out clauses’, I thoroughly recommend all the (above) companies to you.
What’s more, I’m pleased to report that the other half did a top-notch job of laying the block paved driveway and the labourers were fantastic. Very well-done Mr Madams and team.
Roll forward and we set out to replace our car. We visited a very well known local dealership selling a highly regarded brand. The customer service was shocking, bad from the moment we walked into the showroom. A receptionist who was, not to put too fine a point on it, useless and the two salesmen present were more interested in talking to each other rather than to us. Needless to say, we walked out. We’ve since spent our hard earned pennies with Alan Day VW and their customer service is excellent. So if you’re looking for an exceptional customer service experience contact Paul Tanner and his team and tell them I sent you. I guarantee you won’t be disappointed. www.alandayvw.
If you wish to be successful and remain successful, good customer service needs to be at the heart of your business.
It:
-increases customer loyalty.
-increases the amount of money each customer spends with you.
-increases how often customers buy from you.
-develops a positive reputation.
-decreases the barriers to purchasing.
We live in an era where the perception of a brand is no longer reliant on just the quality of a product alone. To ensure success it is also dependent on the perceived value to its customers. Without care, that perception is prone to becoming damaged -irrespective of whether or not the product itself works.
Customer service, when done well, can really enhance your brand perception and position your brand/company for exceptional success.
One thing is for sure, whilst I won’t be buying anything from a certain garage the other half may well be laying another driveway.
For PR advice get in touch with us here or call and ask to speak to Claire on 02077349995
