Customer Service is Key

When I think about this week and the discussion of Customer Service it reminds me of what I have done for over 20 years. I love customer service and love working with people. Over the years I have experienced watching the decline of basic, dare I say simple customer service skills that everyone should already know. If you were to be asked who has the best customer service are there any companies that pop out in your mind that still have great customer service? One that comes to mind for me is 1-800Contacts. They will not only check with your doctor to get your prescription but if there is a problem they notify you immediately. If you call because you tore a lens they immediately replace the that lens with a new one, and not only that but they will hand write you an apology note that includes a $5 gift certificate. WOW, when was the last time you received a hand written letter? If you call because your prescription changes they will immediately exchange your old prescription for the new one (even opened boxes) at no charge! There are many ways that we can be creative and smart in business if we want to keep our current and any new customers happy. It may take surveys, secret shoppers, or other creative ways but we can find out just how the employees are treating our customers by checking it out in a creative way. The simple act of apologizing and making things right is a simple thing to do and has lasting benefits for your business. And think about it, if you treat a customer correctly they will continue to be a loyal customer, but if you break that trust it is like trying to put humpty dumpty back together... it is very difficult! Treat people right and they will be there for you through thick and thin! Sarah

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