Customer Service, is it Always Delivered With a Smile?
Customer service is actually a strange thing. It is so important and every business thinks that they are good at it. Is this actually the case though? Good customer service should be a minimum expectation, but is it always delivered? Our own experience gained from eight years of business, suggests not.
Over the years, we have had many issues finding reliable suppliers. Especially when it comes to mechanics and banking. One thing that I don't understand, is why? As a business, we (like many others) pride ourselves on the service that we provide to our customers. This is all customers too! It does not matter if we are servicing a customer that we work with daily, or one that just needs our help in a one off situation. Their customer journey is the same. We often pick up emergency work as a result of someone being let down by one of our competitors. In fact, this happened just three days ago. We were contacted by a frustrated organisation, who had prescriptions to deliver to local pharmacies and had been let down by one of our competitors. Obviously this presented them with a problem, especially given the nature of their requirement and the current health climate. Needless to say, we solved their problem with minimal fuss and the prescriptions were actually delivered ahead of their deadlines.
So, how does a business like ours get it so right, whilst others get it so wrong? This is a difficult question to answer, as a number of factors could be at play. What I can say, is the reasons why I believe that we get it right. Firstly and most importantly, we care. We care about our reputation, staff and customers. We take pride in what we do. Another factor is that our whole business is built on processes and we constantly evolve our processes to ensure that we stay ahead and keep potential issues down to an absolute minimum. Our processes are documented and everyone is instructed and constantly refreshed on them. We are a family business, that is looking to be here for many more years to come. Good customer service, is in our opinion, a mindset.
It would be easy for us to state here that we demonstrate a commitment to customer service, after all, most businesses claim the same thing. We will finish by sharing the comments of some of our customers, backing up our exceptional customer service record in their words: