Aloha Gang,
I just got off the phone with a supplier. When I hung up the first thought that came to mind was, man they need to improve their customer service. It was nothing major, just a telephone thing. " Kelly's here but is out for about 10 minutes. Do you want to call back then?" As opposed to
"Yes, Kelly is in but has stepped out. May I take a message and have her return your call?
The difference is subtle, but very real and delineates a line between caring and not.
So in this business or any business, the bottom line is provide THE best service you can. People will pay more to be taken care of.
Last night we were discussing service, and I hear tell that there is a small hardware store in a town in the midwest that actually put a dent in the bottom line of the local home depot because of their superior service. You would walk in their store, someone would greet you, the would spend time with you, helping you get exactly what you needed or wanted or helped you solve your problem. Their prices were higher than home depot, but people FLOCKED to them because of their service.
This is something we all tend to get lax about from time to time, but in this cutthroat age it is our first line of defense.....
Thanks for letting me share and or blurt and or vent.
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