Taking Service Seriously

It was great today to come across another company that looks at the lifetime value of a customer, in much the same way as we have always promoted.

In previous blogs we have extolled the virtues of accepting that things occasionally go wrong, no matter how hard you try. There is always that one delivery that goes wrong, that internal mislabel meaning the wrong part is sent. We all know those orders. But for all companies, how you handle these issues really dictates whether you keep that customer for the future or go back to the old ‘turns’ of constantly needing to bring in new customers.

Just recently I had the need to contact my car insurance company, no names given here, after a no fault shunt from the rear. Despite my best efforts the initial communication could, how can we put it, have been smoother. From their website not working correctly through to the telephone operator not being able to enter my details, as the computer system was down, right through to the confirmation emails not being sent. Everything that could have gone wrong – did.

Some companies might have just stumbled through to the end of the process, shrugged their collective shoulders and left it at that, in full knowledge of the loss of our company as a customer. But no. A call was made from their complaints department with a refreshingly honest request for information, followed by a further call confirming that they agreed with my recollection of events and offering a cash apology for not meeting the standards that they have set for themselves.

Now do you think we will leave this company or give them a chance with the next car insurance requirement we have? So we return to the original statement of taking service seriously. We all know that it costs more to secure new customers than it does to keep existing ones, but how many of us actually keep this in mind in our day to day dealings with our customers?

“We do not have unhappy customers” has always been our mantra and to date, with hard work, we have not lost a customer through our service or price and neither should you.

Creatively Yours…

Creatively Yours Ltd helps businesses like yours succeed online through website design, website development, and our Helponomics system that offers support and training as you need it and highlights areas that could increase your sales.

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