Good customer service is essential to the success of any business. It is so important that I devote an entire chapter to customer service in my book, Business Fits.
There are a couple rules that guarantee good customer service in most instances. The first is never lie to a customer. This should probably also be number two, three and four.
The other rule is to deal with any customer complaint promptly. Return phones calls and e-mails immediately. Don’t wait or put it off until you think you have a solution. Ask the customer what the problem is and what they want or think is a fair resolution.
A lot of products are sold on the internet today. I am currently in community theater production where one of the props is a stage pistol. I ordered the pistol and 200 blanks from a company called Stage-Props-Blank-Guns. They sounded like a professional organization for our needs. I placed the order a month before needed to make sure there were no problems.
The gun and blanks arrived and we tested a few rounds to make sure it fit our needs. We did not actually fire the blanks during rehearsal until three days before opening. We had to conserve ammunition since each performance needed over twenty rounds.
When we started to use the blanks, approximately one out of four misfired. I contacted the supplier. I expected an apology and reliable blanks to be shipped in time for opening night. What I got was, “There is only a 30 day warranty.” I could not believe my ears. This is a company that supplies pistols and blanks for stage productions. What good is a stage pistol that does not fire?
After some discussion, the company did offer to send me new blanks of the same brand and probably the same quality if I paid for the overnight shipping. This made no sense so we were forced to find reliable blanks locally.
I will certainly not do business with the company again or recommend them to any other community theater. This company will probably not be in business for long. It is much cheaper to retain a customer with good customer service than it is to obtain a new customer.
It is interesting that we demand honesty and good customer service from the companies we do business with, yet some people actually vote for a political candidate who is a proven liar, sells political influence to the highest bidder, and considers him or her self to be above the law. Shouldn’t we demand a higher standard for our elected officials?
In November, this country has an opportunity to reduce the power of the political elite and give the power back to the people. I pray people take advantage of this opportunity at the polls.
To learn more about customer service, Business Fits is available on Amazon as a paperback and as an eBook.