We have all been there. You are at the drive through at you favorite fast food restaurant. You place your order and then pull up to the first window. Here, you are greeted by a person who says nothing more to you than the amount you owe. You hand them the money. They hand you the change and close the window.
So, you pull on up to the next window where, after a long wait, you are handed a bag containing your order. Again, the window is closed without so much as a “Thank you. Come again”. As you pull off, you notice that your order is wrong. You look back at the line waiting at the window and decide you did not need those fries anyway and you drive on.
This happens all too often, these days and in more and more places. Whether it is the endless cycle of pressing numbers on your phone to try to connect with someone who can help you with your problem or just the overall lack of response to your phone message from the Doctor's office, it just tends to make us frustrated. Actually, it is worse than that. We are getting so accustomed to it happening that we accept it as the way it should be.
I understand that things have changed since the days when you could pull into a gas station and have someone pump you gas, check your oil and make sure your tire pressure is correct. However, that does not rule out the fact that good customer service is important to any business endeavor.
Over the years, I have occasionally failed to provide the service to my customers that they deserved. (notice I aid deserved) Sometimes I lost that client and their business as a result. I have also, had clients who have come to me because of the poor communication and service they had received from a competitor.
Today, I have several clients who have been working with me for many years. What I have found about these clients is that they stay with me because I take care of them. I return their emails and phone calls. I show up for appointments when I say that I will. I meet the deadlines that we have agreed on. And, I treat them with respect.
I have also learned to look at the big picture, so to speak. When a client calls me for a small request, I do not always treat it as a way to make a few more dollars. Often, I will provide them with what they asked for at little or no cost. Especially, if it cost me nothing more than a few minutes of my time. Of course, I do make sure to tell them that I am giving them this service or item at a reduced cost, since they are such a good client. Helping them look good to their boss, creates loyalty. This loyalty will generally equate to more business in the future.
I know that this may sound like a foreign concept in today's culture, but this is as much a truth today as it always has been. Treat people right and they will do the same to you. Does this always happen? No. But, in the long run, you will develop a reputation for good customer service and this will make for happier clients. Happy clients will give you business. Plus, they just might refer other people to you as well.
It is a known fact in business, that it is easier to get work from your current clients than it is to go out and find new ones. Hopefully, if you can keep current customers happy, they will help you find the new customers, also. It can't hurt to try. And in the end, you will be proud that your company is known for having great customer service and a good reputation.
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