I believe that the current economic climate helps us all to appreciate that we need to nurture the client base we have much more than we have previously. As businesses start to hunker down to weather the oncoming storm they need to know that their trusted advisors, whether this be IT or other services, are there to huddle up to them to help weather the storm. Part of the process is to interact with our clients on a much more proactive way than previously, getting involved in there business and seeing where you can help them to save money. Sadly some people just are not getting it.
Here is an example of how NOT to perform customer service:
We recently had to make a claim on our insurance due to a leak in our central heating system, this resulted in a number of our carpets being ruined. While that other areas are still being sorted the carpets have been ordered and I was contacted by Carpet Right over at Derby yesterday to inform me that they were in and to sort out fitting. The conversation went like this:
Me: Hello can I help?
Man: Hi this is Carpet Right at Derby we’ve got your carpet in, can we sort out fitting it?
Me: Yeah that’d be great, but I am just with someone now would it be possible to give me a call back this afternoon to arrange a time?
Man: What me call you?
Me: Errr yes please.
Man: Errr Ok I guess I will if I remember
Me: Oh..O K … thanks
I have done a course in customer service in that past and while I do not profess to be an idol to look up to on this subject I know what is poor customer service and clearly this man should not be in any job which requires him interacting with a paying customer. Needless to say that when I do want carpets in the future, which I am paying for myself, I will NOT be going to see this company and as we are always taught “If someone has a good experience with your company they may tell 1-2 people, if they have a bad experience they will tell 20+”. Guess which category I fall into! Oh and just for the record, he never rang back so clearly he didn’t remember.