mermaidcamp

mermaidcamp

Keeping current in wellness, in and out of the water

You can scroll the shelf using and keys

Loyalty and Customer Service

June 3, 2015 , , ,

Green Things Nursery

Green Things Nursery

In business clients have many choices. They can patronize establishments that consistently recognize them, treat them with respect and value their patronage. Some people like to know they are paying the lowest prices for everything they buy, without regard to quality.  The service aspect is less important to these folks.   Utilitarian objects are valuable if they last, require little care, and are simple to operate.  Environments in which people spend time like stores, salons, restaurants, hotels, or spas, are delivering a designed experience beyond the consumer goods they offer for sale.  They offer a feeling of being important and unique.  I believe the difference between average service and stellar service is attention to the importance of the customer’s special preferences.  This might sound basic, but think about times when you feel happy because everything is just the way you like it to be.  When services are applied with a broad brush, one size fits all, the result is rarely satisfying to the recipient.  Some minor as well as major attention must be paid to how the customer likes to proceed in order to create a service that customer will value highly.

I like to know that my service providers of all kinds are professional.  I can tell right off the bat because showing up on time is the first way to impress me that my business is center of attention.  Manners matter.  Punctuality, as well as finishing on target, are part of the customer service tool kit.  I remember those providers who make me wait without a call or explanation of the tardiness.  They do not get invited to return to my house.  On the other hand once I find a professional, punctual, polite provider my loyalty is fierce.  I don’t shop around for lower prices when I am pleased with the services I receive.  I will happily pay a little extra to know that my job will be done with pride.

When I need to call on a warranty for a service or product I am always impressed if that repair or replacement is done quickly and well.  I sent back a Bunn coffee maker three times while under warranty.  I now have that third model for years, working perfectly.  I was very pleased when they sent me new ones without hesitation along with a Fedex prepaid voucher to send the broken one back for investigation.  I will probably be a Bunn customer for life both for the product quality and the customer relationship. I feel the same way about my health club, my contractor, mechanic, and massage therapists.  As a consumer I am particular, but not hard to please. Once I have found a match that works well for me I stick with it.  What kind of customer are you, gentle reader?  Are you more loyal or adventurous?

Green Things Nursery

Green Things Nursery

What do you think?

Please keep your comments polite and on-topic.

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

comments

In The Netherlands customer service trends to wear the mask of invisibility so my loyalty often is lacking.

Liked by 1 person

deuxiemepeau

June 3, 2015

Interesting…I have been there, but never thought about it.

Like

Pamela Morse

June 3, 2015

I agree with you that the CS performance is key. At every contact point CS is relevant and important to show the customer they haven’t wasted their money on purchasing that product, that brand from that specific store.
I am loyal but I have no problems changing if the brand, the store/company or the product fails me.

Liked by 1 person

Agreed! Fail me once and you will not have the chance to fail me twice….loyal has limits.

Like

Pamela Morse

June 5, 2015

I am typically a very loyal customer and really appreciate a good service. I also found that American companies tend to have an incredibly good service.

Liked by 1 person

Brigitte Kobi

June 4, 2015

Just like any other label, you have to be ‘buyer aware’.
The company that advertises the most may not be the best fit. They are out for profits in my opinion. I try to go local as much as I can. We just recently had an issue with our new front door. The manufacturer came from out of state to view the problem and agreed for replacement parts without cost.

Liked by 1 person

julespaige

June 4, 2015

I also go local when possible. That is very impressive about the door…wow.

Liked by 1 person

Pamela Morse

June 5, 2015

%d bloggers like this: