Delivering Customer Service
A week ago, my dad and I went to an appliance store (which I regularly patronize) with the iintention of buying a new television set. Because of the renovation going on, the products on display were somewhat cramped but all visible nonetheless which made us decide to go ahead and view the items. When we asked for the item we wanted, we were informed that there was no stock in- available and we had two choices for having the item within the next two days. First, to drive by their warehouse and pick up the item there. And second, to pay a delivery fee to ensure that the item will be delivered to our home.
My good mood when I left the house that morning probably turned sour as a result of the cowering salesman. It did not help that the manner in which he informed us that we had to pay for the delivery fee was not as I would have expected of someone who would surely benefit from the sale. I tried to ask nicely if it was possible for them to just have the TV set delivered to their store within the week and we would just pick it up there. The salesman consulted a lady who looked like the manager and then informed us that the earliest possible time was the following week---and delivery to the store earlier would cost us a fee.
Wow! Riled, I looked at my dad and told him there and then that we didn’t need to buy the set. We turned and left the store.
This incident is not an isolated case. I write about it now because as business people and entrepreneurs, ultimately, our responsibility is to two things: the assurance of delivering a product of quality and next, our customers.
Given this situation, as a manager of the store, I would have absorbed the cost of the delivery for the item to be brought to the store (assuming the warehouse would not be amenable to amending the delivery schedule to their area) for a guaranteed sale. Imagine the impression this will give the client of the store personnel’s dedication to customer service. This will not only earn you a satisfied and potentially loyal customer, but will also guarantee you good advertising by word of mouth. Recommendations can equate to SALE!!!
So, what is customer service? To me, it is essentially making a point of good service before the customers do. It comprises of many factors that will make the customer want to come back into your establishment.
Some factors that come to mind are having the salespeople around, attentive to the customers within their area of responsibility, without them hovering around or beside the client unless called upon. Another would be the friendly smile and greeting. Clients vary so much so that others might prefer quick service while others would like some ‘small talk’ from the sales person, which will then require good client perception. Most importantly, there is good customer relations – manner, quality and tone of speech count.
I have mentioned before that globalization brings in opportunities but with them is stiff competition. Good customer service can also become a deciding factor for a business’ success iin the market. It can turn ordinary customers to lifetime customers. |
