What Does Customer Service Have To Do With It?
I wanted to share an example of what I think is excellent customer service. We recently purchased a tree from Bob Lenc Garden Center. Originally we picked out a red oak, but there was a scar on the trunk that Angela was concerned about, so she called to let us know so we could select a different tree - we found a beautiful maple. It's now neatly planted in our front yard.
Last week I got a follow-up phone call from Angela to inquire about the tree and whether everything was OK. Then she told me that when they planted the tree they saw a lot of grubs. Those of you who know about lawns probably have seen or heard about the damage they can cause. Angela wanted to be sure we knew so we could take action to prevent further damage.
We appreciated the call and the concern they had about us as their customer. Now, don't you think they have ensured that we will do business with them again? You bet! How many people will we tell? A bunch!
I can recall many times I walked away from a business transaction and vowed never to return because of a disappointing experience. The interaction makes all the difference to me.
What promted me to write about customer service? I was reminded of this story when I read Mike Sansone's post, Didn't Your Mechanic Warn You About the Brakes? Would we have known about the grubs - yeah, eventually - when the lawn died next year.
I think we each have a responsibility as a professional to give our best advice to the customer, whether they ask for it or not. Sometimes we don't know what we don't know, and that makes it difficult to ask the question. Now, whether they listen or take any action is up to them.
What's an example of customer service that you can share?
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