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The Importance of Excellent Customer ServiceJune 25, 2017

“A customer is the most important visitor on our premises. He is not dependent on us – we are dependent on him.” – Unknown

I had two very contrasting experiences on eBay this week. One was an example of how not to treat customers and the other was a delight to work with. The way you are with your customers can either make or break your business.

So this is what happened: I had ordered something for my son’s birthday so it was very important that this item arrived on time. Only it didn’t. Well, the seller contacted me on the Friday before the Monday (his birthday), apologising for the massive delay, gave me a sob story reason, promised to send it 1st class which happened, only she sent it recorded delivery so fate had it that it didn’t arrive the next day (I hung around waiting for the postman) but on Monday when nobody was home (the postman came very early which never happens) so I missed the delivery. I asked for a refund to which she agreed but wanted me to return the item (which is personalised so you couldn’t sell it to anyone else) and pay for postage! I don’t know about you but I find that rather cheeky, seeing that I made sure to order the item well in advance and it was her fault it failed to arrive on time. Had she apologised properly for the inconvenience and offered me an immediate refund without ifs and buts, I’d have stayed calm, but she became defensive and petty. Shame on her, because I’m never going back!

The other seller, on the other hand, showed excellent customer service skills. I usually only give positive feedback on eBay but this time I didn’t love what I’d ordered so I decided to be honest and gave neutral feedback. The seller then got in touch and asked me if I’d be willing to adjust my feedback if she gave me a 50% refund which I agreed to. She couldn’t thank me enough. Would I buy off her again? Of course and I’d recommend her.

Here at Dreamscape Kitchens we have always put our customers first because it is quite possibly the most important aspect of running a business. Think about it for a moment. If you go to a restaurant and the food was good, but the waiting staff was rude, what are you going to remember? Chances are, the negative experience will stay with you and you’ll forget the meal. The way we treat our customers is more important than the product.

Here are a few good customer service tips:

  1. The customer is always right. Don’t get into argumets even if you think they’re being unreasonable. It will reflect badly on you and your company.
  2. Go the extra mile. Do more. Give more. Let your customers feel valued. It will go a long way.
  3. Time is of the essence. Don’t let your customers wait. Return calls immediately. When you get an order, deal with it there and then. If there’s a problem, get it sorted.
  4. Be a good listener. Listen to your customer, be attentive to body language and mannerisms too.
  5. Never overpromise and underdeliver, i.e. be realistic and honest. There’s nothing worse than keeping your customers in the dark.

Make it your priority to give clients a great customer service experience and business will always flourish.

To discover more of our bespoke handmade kitchen projects, head over to our houzz profile.