Today I was reminded about how important it is to have excellent and impeccable customer service.

I went to my favorite Computer shop. I’ve been their customer for five years, having bought two computers there and a pile of other computer related  stuff.

I have sent other people there and in a funny way, it’s given me a good feeling of security knowing they were my shop.

I discovered today that my picture was flawed.  Until now my only dealings had been with the clerks, as there have been no problems.  Now there was a bit of a problem that happened and I needed  support. My clerk was very nice but said he didn’t have the authority and he looked a bit uncomfortable. I wondered why until I met his boss, the manager.

This guy was cut from a different cloth. He seemed arrogant, condescending and patronizing.  After attempting to speak to him all I wanted was to get out of the store as fast as possible. I told him he had lost a really good customer. He clearly didn’t care. He didn’t even offer me a compromise.

I share this today to make a point. It is so important to honor your long term customers and do whatever you can to keep them happy and coming  back for another five years. It costs nothing to listen and be supportive, but it costs a huge amount to be uncaring.

The sad part is that this guy didn’t own the store. He was a hired manager. I have no idea if the owner carried these same values, but I can only assume he does.  Here is my credo for customer service.

1. Treat your customers like they are your sales team because they are.
2. Offer them a good deal to make them feel special because they are.
3. Never let them go away unhappy. You can’t always fix everything but you can listen and try to find a solution.

Customer service is the 7th piece of the marketing circle. Good customer service needs to be a part of your marketing plan. Do whatever you can to make your customers and clients feel special and valued.

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