Loyalty and Customer Service

June 3, 2015 — customer service, professionalism, service, shopping

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