When it comes to customer service it can either rate high or it can rate low. What you teach your employees is what will keep customers coming back or having them looking and going to someone else.
I recently had an experience that triggered frustration and reminded me of what makes me stay with a supplier.
I had questions about an issue that needed a reply. I felt that the quickest way was to send an email to the person that could give me an answer. I sent the email. I did not hear back from them. Since it was not an urgent matter I waited a week to forward the original email, in case the original had not been received, still NO REPLY. I had heard that they would be busy for a few days after I had sent my second email so I allowed for a few days to hear from them, still NO REPLY! I decided to follow up with a phone call. Three weeks after my initial email, I called.
Guess what? When the person answered, they did not apologize. All that I was told was that my emails had been received and read, but they had been super-busy working long days! No apology given!
My response was that “Courtesy, or the lack thereof, for not acknowledging my emails was unacceptable. The fact that the emails had been received and read without a quick and brief ‘Sorry, but we will have to get back to you in a few days’ would have been appreciated.”
Lo and behold, that same afternoon I received an email with the issue explained and handled. But it took two emails and a phone call from a frustrated customer! As far as I am concerned, they will not be receiving referrals from me.
Long days are no excuse for lack of acknowledgment. Don’t have an answer to the question is no excuse for not responding. Send a quick note to confirm receipt of the email. Let the customer know that you will get back to them with the answer, and then do it!
When you show you care, respect others, and treat everyone the way you would like to be treated, you will grow your business and rate high in the referral scale.
Courtesy and Integrity, both internally and externally, should be the guidelines for how you run your business.