Real Customer Service at Jordans Fireworks
Customer service is a phrase that gets bandied about no end these days. Unfortunately many large companies, who spend enormous amounts on advertising, let themselves (and their customers down) with poor customer service. Small and medium sized enterprises may not have the staff to spend the time looking after their customers or potential customers and in their own way represent themselves poorly.
The key to good customer service is ‘contact’. In many cases just keeping in touch with a customer regarding the progress of their order is all it can take. Whilst automated emails are all very well, a personal touch will win every time.
Quick response to an initial enquiry can often win the order. Often I hear that we were the only company to respond to an email enquiry and customers are pleasantly surprised when we phone them back when we say we will. These are basic courtesies that unfortunately many companies seem to forget.
Once an order has been placed, keeping the customer in the ‘loop’ is also important. Many things can and do go wrong that is beyond the supplier’s control, such as a courier putting a delivery on the wrong van. Good house keeping will help prevent any mistakes with an order before it is dispatched but ‘human error’ can occur even with the best-laid plans. How quickly you take responsibility and rectify a mistake is more important to the customer than whose mistake it is.
If a problem does occur a rapid solution for the customer is most important. Whilst a happy and satisfied customer may not necessarily put a good review up for you, a dissatisfied customer can berate your products and services for years.
