COLUMN - The company I work for full-time exports the majority of its total manufactured production units.
Because of this, I deal with customers mainly via email.
This is for two reasons: to build a good rapport with the client, but also to avoid "he said, she said" situations in the cases of queries or disputes.
Having black-and-white information at hand allows me to respond quickly and accurately, giving my customers the assurance that my service to them is a top priority. If I can't assist right away, I will let the customer know and commit to get back to them on a specific day and keep that promise, even if the answer is: "I'm still working on it."
Recently I approached six local enterprises in the same industry to provide quotations for various services. Two came back on the same day, another the following day, but none of the three could offer everything I required.
Two others simply didn't respond at all. Ignoring customer requests is almost certainly a recipe for disaster.
One was able to cater to all my needs under one roof, responding two days later with a detailed quotation and market-related pricing, which I accepted. It did, however, take a while to send me additional information, which I eventually received after threatening to take my business elsewhere.
I will concede that despite my misgivings because of the delayed response, I had an excellent experience and will endorse the business to anyone in need of the services they offer.
Personally, I can vouch for an amazing hair stylist who is willing to stay an extra hour after my work day ends to assist with a quick haircut for my elderly mom, because the salon is already fully booked on a Saturday, a local coffee roaster who is willing to make a small delivery to me on the outskirts of town, even though it reduced the profit margin on the sale exponentially, and the baker who pro-actively informed me that the fondant on the cake I'd ordered melted, completely ruining the design.
Despite this, the baker still delivered a delicious alternative, on the same day, at the agreed time.
In today's economic climate, businesses need to ensure that their details are correct on search engines and social media, because if you're not reachable, a customer will move to someone who is.
Service levels must exceed expectations from the get-go, not only to guarantee return business, but because enterprise owners and employees alike, take personal pride in themselves and their customer service levels.
No customer should beg you to procure their business. Your job is to pre-empt their needs and offer such stellar service, they will not only return but recommend you to others.
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