Your Business, Your Reputation: What Kind of Customer Service Do YOU Deliver?
January 20, 2010 – 10:08 amI’m mad right now…more like incensed. As a small business woman I always strive to deliver the best customer service possible-at any cost. When I tell a client their copy will be ready a certain day, it’s ready. I’ve written copy during the worst bout of stomach flu, during a hurricane (until we lost power and phone service) and covered in baby vomit. My point is that when you encounter another small business owner who delivers substandard service you tend to have a foul reaction. Actually, ANYONE who encounters poor service has a foul reaction.
This is why I’m mad. Of course two of the things that will drive us over the edge are computer and car repairs. Sure home repairs and a myriad of other services we depend upon will drive us nuts; however 99% of us end up feeling crazy after spending hours on the phone with tech repair or talking with a mechanic.
This instance is car repair. My husband dropped off his car during the long holiday weekend for repairs. The repair shop told him it would be ready Monday afternoon. He called on Monday morning to confirm that the car would be ready and they said they thought it would be ready Monday afternoon.
At 4:00 p.m. on Monday he made another call and the response was, “We received the wrong part for the car so it’s not going to be ready.” My husband, who travels a decent distance to work in downtown Miami replied, “You knew I needed the car ready so I could go to work tomorrow. What am I supposed to do?” The repair shop owner flippantly said, “I dunno…I guess rent a car.”
Of course tantrums ensued because that meant that we had to spend more money on an already expensive repair. We immediately drove to the shop to retrieve his car and were met with excuses as to why it wasn’t ready. The repair shop owner kept telling me that it wasn’t his fault and there was nothing he could do. At that point, after my hot Italian temper was boiling and I made a few more points as to why he should have taken steps to avoid this confrontation, he offered to pay for the rental car.
Auto repair guys typically have you over a barrel. They have your car; and you don’t know how to fix it (unless you were smart enough to take auto shop in high school or had someone who could teach you). However, the situation could have run smoother if the repair shop owner had followed some of the basics of customer service:
- Don’t blame others or make excuses for your mistake. Customers don’t care or want to hear that someone else tripped up and now they have to pay for it.
- Have a backup plan in place in case of emergency. In this instance, the repair shop should have called immediately and had an action plan in place (such as offering to rent a car for us or pay a partial amount for the car) to diffuse the situation.
- Ask how you can help make the situation better. If your customer is dissatisfied and angry, ask them (in a sincere tone) how you can improve on the situation through discounts or other measures.
- Don’t work with unreliable vendors. If you constantly have issues with a vendor on quality or delivery, sever ties and forge a relationship with someone new. Their inadequate delivery will negatively impact your business image.
Being the best at what you do is just as important as delivering top-notch customer service. The “customer is always right” can not only help you keep customers happy but will motivate them to tell others about you.
Needless to say, I’m in the market for a new mechanic….
Gina Ragusa is a freelance writer and mom from sunny (and sometimes not) South Florida. Her 15 year experience ranges from writing about banking to tattoo parlors.
8 Responses to “Your Business, Your Reputation: What Kind of Customer Service Do YOU Deliver?”
Thank you for this! It sounds like it was a very frustrating affair, one which as you point out could have been made less frustrating. I am in the Direct Sales business and believe that delivering the best possible customer service to my customers is what will set me apart from so many out there who fail to remember your last point. The “customer is always right”! Going above and beyond with my customers to make them happy is worth my while becasue an unhappy customer is more inclined to open their mouth and tell ALL their friends just how unhappy they are with you- and that is the last thing I want- Bad news travels a lot faster than Good these days.
Have a great week.
Claire
By Claire Malone on Jan 26, 2010
Thank you Gina! I feel the same way about customer service. Some times I can’t believe the poor customer service I receive from small businesses as well as large ones. It’s a wonder they are still in business. I strive to go above & beyond for my customers. Whatever it takes to make them happy! And it shows because I have many repeat customers.
By Maria on Feb 2, 2010
Communication is also key. Customers like to be kept informed if there is a problem. Just as you wanted to be informed that the wrong part had come in, keep you customers posted if there is a problem or difficulty so there are no nasty surprises for them.
If the auto shop had been proactive and contacted you when they knew they had the wrong part, your reaction might well have been different. They would have demonstrated that they cared about you as a person as well as a customer.
Don’t wait for a customer to contact you if you know of a problem with their order or service. Contact them right away, preferrably with a plan to fix the problem, or at least options for them to choose from. Don’t assume you know what’s best for them. Demonstrate your care for them by keeping them informed!
Vivien D.
Totally Animals Toys
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By Vivien on Feb 2, 2010
Good customer service is always at the top of the list. As with any company, there are occasional backorders and if my customer is running out, I’ll give him or her my own product to tide them over if need be. When they depend on you, you must be there ALWAYS! Right now we are having major frustration with the people who sold us our backup generator. Not only did it not work properly when the power went out, we keep losing circuits when the power came back and can’t get them out here to fix it for a week and a half.
I couldn’t stay in business with service like that. When people need their supplements or their personal care products, they need them on time. Don’t know how this company manages to keep their customers. I won’t recommend them for sure.
I commend you on your committment to knock their socks off service.
Sandy
By Sandy Abrams on Feb 2, 2010
Customer service is what your business is about,You have to build relationships.
I have been in coffee shops heard waitress say about a customer that tight wad never leaves a Tip, I’m thinking to my self,do you give him good service? If he got the service I just got,I now no why she gets no tip.
Or I get in line with a grumpy cashier at a check out, she complains about customers being evil, I look at her and Smile and say. Did you welcome them? Did you smile at them?Did You acknowledge there presence?
It could be you are the reason they are being grumpy with you.
I guess i am just to much service oriented to understand why people dont give good service.
By Sharon Rowley on Feb 3, 2010
You certainly need to due your homework before signing up with these work-from-home oppoutunities.
Thats why I finally woke up and did my own e-commerce store. Now I’m in charge no one else.
Hikealot
By Hikealot on Feb 7, 2010
Well customers are most important aspect of any B2C business, if you dont care for them, they will simply go away, in today’s competitive business world, you have to be extremely careful for your clients, because now they can easily find alternative of services/products you are offering, there is no MONOPOLY in today’s biz world.
Good Luck,
Rajo
By Rajo on Feb 20, 2010
Yes, customers are the most important aspect, unfortunately too many businesses forget this. I work from home providing SEO services for local businesses and sometimes I wonder how some of these people stay in business with the reception I get on the telephone… As for car mechanics, **censored**
By SEO Services Surrey on Mar 3, 2010