EMPLOYERS, ARE YOU RESPONDING TO WHAT YOUR CUSTOMERS WANT?

Since we are all consumers as well as business people, it isn't much of a stretch, if any, to understand what "customers" want from a business.  We all want:

• Good service/quality products
• Reasonable prices
• Quick and polite/respectful responses
• No run-arounds or passing of the buck
• Solid, reputable business practices

Unfortunately, how many times have you dealt with just the opposite?  Too many times!!!  Recently, we needed to have our roof replaced due to hail damage.  We had two recommendations right away, plus one unsolicited contender.


The unsolicited company came back with a very high fee.  So we went to the first recommendation, but the charge seemed too high as well.  We contacted the second recommendation and had to leave a voicemail.  With no response, we called them a second time, when they apologized due to technical problems.  Having experienced that ourselves, we continued to ask them for a quote.  We were told that they were very competitive, if not the cheapest.  However, we never received a quote back.  We went ahead and reached out to this third firm again, and their quote came back higher yet!!!  We also left a message afterwards expressing our disappointment with their firm.


We went back to the first recommendation to ask if they could be creative in finding a way to reduce their charge.  They did.


Later, the owner of the third company called to ask what happened in regards to the exchange with their staff.  We explained how they said they promised to be cheaper, but instead came back much higher.  The owner thanked us for our feedback but was obviously concerned.  


We made arrangements for the first recommended firm, who had been polite all along, and was good to respond promptly and agreed to our concerns and terms, as well as setting a date for this work.


The next day the owner of the second recommended company called and offered a MUCH cheaper charge, but by this time, we became uneasy with the fact that they didn't offer such a deal from the beginning.  Would they still do a good job at such a low rate?  Had the owner lost touch with his staff?  Needless to say, we stayed with the first recommended firm, who we had agreed to use.


This example of questionable customer service demonstrates poor handling of a call for business, unclear reasons for a wide range of pricing, a possible integrity concern, etc.  One big reason to use a business is if they are trustworthy.  Another reason to use a business is when they do quality work, as well as are quick to respond, are convenient, and that they are respectful of their customers.


Another good customer service trait is to be "good listeners" to your clients.  Listen to them and respond appropriately.  How does you company rate with your customers?  A good customer may spread the word to a few people, but when you have a BAD experience, it seems to go out to dozens of people!!!


If your company is growing via acquisitions and mergers, you would be wise to provide "Good Customer Service Training" to those who touch your customers directly!!!  Let us know when we can help.