unboxed marketing

group therapy for marketers and business owners

Posts Tagged ‘customer service’

politicking for the people

Posted by Steve Buchholz on April 20, 2009

how important is customer service? how many friends have you told about the poor service you received at a business?

how important is customer service? how many friends have you told about the poor service you received at a business?

Your business is not about you. It’s about your customers and their needs, and that’s what makes customer service so important. The businesses that thrive and are talked about are those that do whatever they can to solve customer problems.

Some politicians even realize this. Especially Pennsylvania state Rep. Kevin Murphy.

Murphy’s Scranton office has installed a drive-through window so constituents can easily ask questions, request services, or just talk to their representative. He staffs the windwo himself certain days of the week. Read and watch the story at WNEP-TV.

That’s great customer service that gets talked about.

Are people talking about you?

Posted in customer service | Tagged: , , | Leave a Comment »

what business wins?

Posted by Steve Buchholz on April 3, 2009

customers expect excellent service, so you better deliver it

customers expect excellent service, so you better deliver it

Here is a tale of two ways to perform customer service. Which business would you look forward to doing business with again?

Business 1: We purchased more than $300 worth of pizza from a chain pizza  joint yesterday. When we picked up the order, the counter person asked, ‘What, no tip? For an order this big?” The person’s tone made it clear how little she thought of us and the business we brought to her establishment.

Business 2: Today, we ordered a large number of sandwiches, chips, and cookies from Pauly’s a locally owned sub shop. The food looked and tasted, each package was labeled, and the big order was ready on time. An hour after lunch, the sub shop called to ask how everything was and how satisfied we were. They did not call to ask why we didn’t tip.

Who wins? Maybe they both made money this week, but who will profit day in and day out.

How many people wouldn’t return to Business 1? How many would look forward to buying something else from Business 2?

Excellent customer service is not rocket science. It doesn’t take much effort. But, boy, does it matter.

What kind of service are you delivering to your customers?

Posted in customer service | Tagged: , | Leave a Comment »

cruisin’ for a pleasin’

Posted by Steve Buchholz on February 21, 2009

Sorry about the headline. Can I use the “It’s late” excuse again?

rushmore honda receives today's unboxed marketing customer service award

rushmore honda receives today's unboxed marketing customer service award

Despite its awkwardness, it fits. Rushmore Honda in Rapid City, SD, deserves today’s customer service award. Our family has been a big fan of the dealership’s service department for several years, even taking our non-Honda vehicles there for service. They’ve worked on our Chevy pick-up and our Volkswagen Eurovan we have since sold, and I wouldn’t take either of our two Hondas anyplace else.

I don’t know that the Honda mechanics are more skilled than the many others in town, but the customer service is so superior, it almost makes taking a car in for service kind of enjoyable. Things all marketers can learn from:

1. The service area is clean and comfortable. A cushy, leather couch and decent chairs are organized around a television set tuned to Fox News (if you prefer MSNBC, I’m sure you could change the channel). The entire area is very clean. Besides the ocassional blrrrp of an air gun, you wouldn’t know you are in a car shop.

2. Free danish, coffee, and reading material (novels and current magazines) are available for consumption.

3. The service manager talks to you like you’re an actual person. He doesn’t make you feel small or stupid. He explains everything they’ve done, what they found, and your options. If you decline a service, they don’t try to talk you of of the decision.

4. The prices are more than fair, and if you have a Honda discount card, you save every time.

Marketers cannot discount the important of excellent customer service. Your customers have many, many options since it’s likely you’re not the only game in town. Treat people well. Be nice. Make them comfortable. Be like Rushmore Honda-allow people to want to do business with you.

Your bottom line will thank you.

Posted in customer service | Tagged: | Leave a Comment »