Customer service, customer relations, and customer satisfaction are three topics that are often discussed here on Active Rain, and there is even a discussion group called "Customer Service" that Robert Swetz created - as a forum for talking about or reporting various incidents of poor customer service.
I have written several posts in the past on my experiences. Here is another.
I had an experience yesterday where the manager genuinely was concerned about the poor performance of her employees and made no excuses. She actually was was sympathetic to my side of the story and invited me to meet with her on my next visit to her store.
I feel that if more companies - Realtors, builders, retailers, or whatever - were more proactive about creating an effective customer experience that there would be more satifaction, more referals, and virtually no complaints.
Rather than repost more about what I'm thinking and how I feel it should be a corporate paradigm, you can listen to my 5:36 minute audio blog (podcast) that I recorded and posted earlier today on Steve Hoffacker's Happenings called "Customer Relations."
Without the customer, there is no business.
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For more information on my coaching and educational programs and services, visit my website stevehoffacker.com or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. You can also listen to my free podcast messages at Steve Hoffacker's Happenings . © Steve Hoffacker, 2009. All Rights Reserved.
It may be hard to admit when we are doing something not up to par, but it is the first step in correcting the situation. Good service is never a bad idea.
Brenda,
Not only not a bad idea but an essential idea. :)
Steve
Steve - Customer service is often about communication and managing expectations. It is also knowing when and how to address the issue. However, I would add that there are some customers that confuse customer service with customer satisfaction. Sometimes the customer isn't right and needs to be told so.
Shopping for some fabric for a redesign job today, we ran into a person who, let's just say was not "soaring with her strengths". She rolled her eyes, held a hand up to "shush" us, in our own conversation, and never picked up that after a bit, our own astonishment at her behavior had become amusing, to the point that our client was cracking jokes, about how he couldn't imagine why they didn't have her up front on the registers! A true cranky-pants! Sadly, it is this way EVERYTIME I am in the store, and it is never the same employee!
Ryan,
You points are well-taken. That's why I like for companies to have a more comprehensive "customer relations" approach. :)
Steve
Cheryl,
If there is any other store that can provide the supplies you get there, time to change stores. :)
Steve
Wow Steve! Thanks for the mention, I really appreciate it!
VB
Robert,
My pleasure. Thanks for starting the group. Did you listen to the podcast? :)
Steve