Customer service?
 

Wondering, I have been dealing with a company who I have been generally happy with. However their communication has been in my opinion lacking. Phones go unanswered, no call back. Email was suggested at the best communication method. In this they are often days before a response.

In my last email I suggested that the key to a good service business is not only the service they provide, but the interaction side of that service, in many ways being equally important.

They then suggested that they are not as bad as the rest of the local businesses, and that maybe I should check them out... Which I thought was really making the point I tried to make to him....

I assume I am not a high dollar enough customer for them...

Is service dead or am I expecting to much?

It sounds to me they are willing to risk losing you as a customer.
Might as well follow up on their suggestion.
You might get the level of service you're looking for.

Best
Les

WOW! Their best response is "What about-ism?" That tells you all you need to know, IMO. When someone has no defense or facts to back up their position, they deflect to "what about the other guy..."

Unfortunately, from your post, it sounds like they are not a bad service company but changing their communications is a lost cause. They feel they are "above" the competition but have no desire to increase their distance above the competition. Their message to you, "Take it or leave it."

Yea, I think they are good at what they do, they are likable people. I was trying to give the guy a helpful critique to better the business.

I've come to really respect the guy that owns the FBO where I took my flying lessons as an astute businessman.
He used to be in the boat business. Full service marina with sales & service.
Told me he likes good competition, as it keeps him sharp. Got tired of the other area marinas with such sloppy business practices.
Sold the marina to open up his FBO.

Really bugs me when businesses don't strive for continual improvement.

^^^^ yes this!!

My wife bought a baffled oil pan for me for Christmas from Kevco. She didn't know it required a different pickup tube. By the time I was done talking to the guy I was ready to take him out for a beer for all his help and knowledge.

Skinner Sights has great service also.

Jeg's on the other hand is about as pleasant as artificially inseminating a cow, without gloves. OK, I exaggerate, the cow thing wouldn't be as bad.

Generally it sucks. But I had an exceptionally great experience with Sprint on Tuesday.

I have had two phones and a tablet with Sprint at least 10 or 15 years. My tablet had been acting squirrely so I was looking to upgrade. My current plan was not available if I upgraded and I wasn't sure if the new plans would meet my needs.

There was a way to text with a customer service rep if I had any questions. My first question was responded with bot statement. "Did this answer your question. If not type 'live representative' and you will be transferred". So I typed live rep.

About 30 seconds later I get a reply. "Hi, this is Amy P. I read your question. Give me a second and I will get back to you ". No problem I said.

In no time she was back. "I have great news! Being a special long term customer of Sprint I am authorized to give you a special rate!. We will give you the New Tab A tablet with unlimited everything. We will also give you unlimited everything on the two phones you currently have. Includes Hulu and Amazon Prime. 2 phones and tablet for $110 a month."

I told her to make the change and to pat herself on the back for a job well done. She replied "You made my day :) "

I was stunned.

Wow' "If you don't like it, go somewhere else"

What is your contract with them or is their one? Any SLA?

I pride myself and my employees to be responsive, even to our “break/fix” customers even if it’s to set the expectation of when we can help. All in all customer service is a dying art...

To be fair some customers are a PIA....
I have customers that I'm not in a hurry to respond to, either because they are hard to deal with or they will keep you tied up on the phone forever..
I also have customers i bend over backwards for..
You get to know the ones that are just sucking all the free information from you to purchase the product elsewhere and those customers that are truly interested in you doing the work and paying your price without trying to beat you up on what it'll cost..

As a business owner you should take care of your customers needs...BUT as a customer, you should respect the time of the business owner

+1
Likewise, customers always demanding discounts. If you don't see the value in what we offer then I have no problem you looking elsewhere. You may find cheaper but I doubt you will find the same quality. Many years ago I had a sales manager tell me that with some customers, the best deal is the one you turn down.

I can tell with in minutes of talking to a potential customer if they'll be difficult, those customers get the "special pricing" just because the stress and aggravation sometimes just isn't worth it..

So you... Por_sha are 100% correct, some of the best deals are the ones you walk away from...

I do like how everything seems to fall on the business owner. Every customer seems to think they should take priority, you should stop your work day to attend to them when they call..

Rant over😁

How dare a customer want to be your priority... :|

Which customers should take priority?

You think because you call you should be #1 on the list, go straight to the top....unfortunately it just doesn't work that way...

If the business is any good at what they do, they probably have a back log of work, so to drop the work they have going on for all customers that are a head of you is just unrealistic...

I do get what your saying about a return call or a reply..
Ever stop to think maybe it's easier for them to not reply then to tell you no!!?

No, it isn't actually. Doing so just prolongs the inevitable, and frustrates the customer. Your job is the manage expectations, which isn't always easy, but that is the price of doing business.

When I had a business, I often had to educate my customers before even getting the work, it was part of doing the business I was in. When a customer called they were the most important person at that time.

I've had great customer service from AT&T even though I'm not with them now. Phone reps, customer retention, installers, everyone.
Bit surprised at that.

That allways works .....

LOL, I was thinking the same thing.
http://forums.pelicanparts.com/uploa...1564801725.jpg

I had a niche manufacturing business for 40 years( recently sold) and I agree with freeform911. I also, in parallel, had a wholesale distribution business until 1996 and I still agree with freeform911. I will say that we gave a same-day response to every enquiry even if it was just to say we will get back to you with a quote as soon as we can.

I had a receptionist whose attitude toward customers depended on her mood. I didn't know it until she'd been with us about 6 months. I got a complaint from a customer and started listening in to her conversations. She seemed very pleasant to everyone until one day - she pretty much told a customer things were going to be done her way and no, she would not allow him to talk to a supervisor. A good talking to her did no good. She wasn't a receptionist any more.

The one you are talking to at the time takes priority. We spent millions to get people's attention. Once we got someone on the line we did everything we could to keep them, including making them feel like they are the most important person in the world. You do have to be honest and tell them if they are asking for something you just can't do. If they want something delivered tomorrow and you have the day scheduled full, you have to tell them so. The skill is in how you tell them.

Actual footage of my best attempt at customer service
<iframe width="560" height="315" src="https://www.youtube.com/embed/qUmHKHbQe80" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>
I struggle with it too. I try really hard to meet customer needs, and return calls in a timely manner. It can be a daunting task for a small business where one already feels overwhelmed on a daily basis.

well that's horrible who ever this guy was clearly does'nt want his company to make money if that's how he responds to people...!!:(

Sometimes it not about the money...ESPECIALLY if as a business owner you are given unsolicited advice from a customer

Customer service in the past was generally rated good if you were greeted face to face with a smile and a handshake . Eye to eye contact and an honest discussion of the task or situation at that moment . Fast forward to the last 10 - 15 years or so and EVERYONE wants/expects INSTANT gratification to whatever their situation or problem is . Not very easy to do on a regular basis for a small business owner . I think peoples expectations of it's all about me me me are unrealistic .

Having said that being ignored for a period of time ( 24 hrs ? or 48 hrs ? ) is not acceptable either mainly because there are so many options available to the consumer at their finger tips . So it's a balance between current workload , planned or expected growth vs. time spent on the phone or answering texts/emails .

Large corporations have a different issue ( too big to care ) or worse when you talk to a human they are halfway around the globe and named Bob :rolleyes: As a US citizen/consumer I like to talk with someone that has command of our language , I get peeved when that is not the case and I feel like their " customer service " is lacking .

Lastly hiring someone that is competent and gives a crap to answer phone calls or emails/texts for many is in the too hard pile . Just having a pulse or fogging a mirror isn't enough :D the person needs to care and be part of the solution to help make the business thrive . Not an easy task .

Here is a simple example of bad customer service vs. good customer service . My wife and I go out to dinner every Friday it is our date night :D , we have been married 41 years ! Anyway last Friday we went to one of the restaurants in our little town , there are no chain restaurants here just mom/pop type places which is fine . I order my normal brand of beer and a few minutes later it is delivered in a room temp bottle :( and a glass . I didn't notice that the glass wasn't chilled until after the waitress walked away . I poured the beer and started drinking it . On the next trip near our table I flagged her down and stated " my beer is not cold and neither is the glass " . She looked at me like I was talking in klingon !!!

I said I will go ahead and drink this but can the next one be cold AND a frosted mug ? No we don't do frosted mugs but I can put it in the fridge if you like :confused: I said yep that will have to work . My wife and I ordered our meals at that same time , my wife ordered something that came either in hot sauce or BBQ , she specifically said NO HOT SAUCE I WANT BBQ . Yep you guessed it when the meals came mine was right and hers had hot sauce on it ! :mad: So flagged the waitress again and she apologized and said she'd put a rush on the replacement order . Fifteen minutes later I had finished mine and we were STILL waiting on my wifes order . It finally was delivered but my wife was steaming !

So to me this was horrible customer service , keep in mind this place seats about 50 people and there was ONE other couple in the place . Maybe just a bad night , maybe a bad business model but to me and my wife it was bad customer service .