Customer Service Initiative

Educate your customers about your superior service

8th April, 2009 - Posted by Pam -

True story - two different families.   Both families own a high end gas grill.  Both families have components that are wearing out.  Family one goes out and buys a new grill.  Family two calls the grill company and finds out that the components have a 15 year warranty.  Therefore, family two receives replacement components for free.

The moral of the story is that as consumers, we tend to just believe the company we’re dealing with doesn’t care and wants us to spend more money.  We think we’ll end up in an endless circle of automated phone attendants if we try to call the company.  In some cases this is not true.  So, if you are that company that understands extreme customer loyalty and strive to provide, please be sure to let your customers know about it.

It doesn’t help to just provide high end, pampering service, you have to tell them about it.  Make it clear in your warranty instructions, market yourself with a message that is clear and tells customers they can count on you to do the right thing.  Then be sure to deliver on your message.

If you’re a consumer - please don’t give up hope.  Believe in the company you’re doing business with.  Hopefully, they’ll surprise you.