Customer service is a big part of what makes us shop at certain stores and utilize particular services. When we feel that our needs have been met, or exceeded, and our position as a customer has been valued, we feel inclined to not only return, but to spread the word about the phenomenal customer service we have received.
This was the case with Kristin. Having received a tip from an online blog site, she decided to purchase some custom blinds from Next Day Blinds. Everything went very smoothly through the ordering and installation process. All of the employees were very professional. A couple of days later she received an unexpected visit from someone from Next Day Blinds. They wanted to know if she was satisfied with the blinds and if they were installed and working properly. She explained that everything was exactly as she had ordered and that yes everything was installed and working properly; although the style didn’t fit quite as well as she planned, which she acknowledged was completely her own fault not Next Day Blinds. The following day she had another surprise. She received a call from her customer service rep who explained that the visitor the day before had been the Vice President of Next Day Blinds and that they would like to replace the blinds for her, even though the problem had not been their fault and had nothing to do with the quality or functionality of the blinds. Amazed by their customer service, Kristin not only decided to keep her blinds but became a loyal Next Day Blinds customer for life.
It is stories like this that should be passed along. Companies that go out of their way to make their customers feel valued and appreciated are the companies that will ultimately achieve success.
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Good old fashioned customer service has become a dying art. Have you even been asked by the check out assistant at the grocery store if you have found everthing today. They all ask it. You say no I could not find X or Y. They then procede to ignore you. Their job is done they asked the question in their customer service training script. The only grocery store that has ever followed through is Safeway.