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Why Customer Service Makes a Difference

Updated on September 27, 2012

Decisions Based on Customer Service are Made Daily

Today I think I will splurge on a hot coffee. This isn’t something I normally do, but after an eventful day with my son (whose four and has an unlimited amount of energy), I need to conjure up some energy myself. Part of me is thinking about hiding in the house the rest of the day and skipping everything. I may even tell the kids everything is cancelled, plan a movie and popcorn night, and a little bit of mommy time…sigh…a girl can dream right? However, since that obviously isn’t going to happen, some hot coffee with some chocolate might just do the trick. For a brief moment I mull over the three main coffee places in my small town. I am not sure how three of them manage to stay open, considering the town is smaller than what could fill most football stadiums, but maybe our citizens are all in need of extra energy.


The Good


My first thought is of which coffee place I will go to, but it only takes me a minute to decide. I recall the smiling faces at my favorite spot and how they treat each customer, like a long lost friend. In my town this is our local Dutch Brothers. I also recall seeing on Facebook how they are giving away free drinks to teachers today to honor them for their dedication and hard work. I am not a teacher so my drink won’t be free, but I am still pleased by this. Mother’s Day is approaching and there is a special that I will take advantage of, all moms get their drinks for $1.00. This is why I buy my coffee there. The quality of all three coffee shops is very similar, I’m not sure that any of them could serve bad coffee. So, ultimately it comes down to customer service, and this place far surpasses the rest.

Business is very competitive and as a consumer I will always chose the best customer service when given the choice.

When you live in a small town, word travels fast. People want to be treated well and given a good deal. You can’t run a successful business without it and that’s why small businesses (even large) who don’t have good customer service will ultimately fail.


The Bad


I took my kids to a sandwich shop the other day and I noticed another couple ahead of me that were ordering their lunch. The lady wanted to know what type of special they had (they offer specials daily; one of the reasons many people go to this shop)and the girl behind the counter gave her an exasperated look and told her they were all out of the special and began to inform her of everything they didn’t have. The list went on and on. I wantedt remind the employee that it"s not about what you DON’T have, its about what you DO have. People didn’t come into your shop to hear about all the kinds of food you cannot serve them, they want to know what you have to offer them. The lady who was taking the order should have apologized about being out of the special and promptly offered the customer something to take its place for the same price, of course. My children and I left and went to another sandwich shop, not because of what they didn’t have, but because the interaction this customer service representative had with her previous customer. It felt almost wrong to give my money to people who could care less if the customer was satisfied.

People don't remember the small details about your interaction with them, they remember how you treated them and how you made them feel. .


The Amazing


I recently booked a cabin at Lake of the Woods in Oregon. Unfortunately my mother-in-law was recently injured, and we reluctantly had to cancel this vacation. Even though I called to cancel, the staff was amazing about refunding me my deposit. This made me eager to plan our next vacation at the same resort. After a small discrepancy with my bank the refund was mistaken as a charge. I called Lake of the Woods and was greeted with a very friendly customer service representative who promptly took time out of her day to call my bank and have it fixed. It really wasn’t her responsibility, as I’m certain it was a mistake on my banks part, but I won’t forget her eagerness to clear this up and I will always remember it when I think about good customer service.



What do you think?

When chosing where to shop/eat what do you base your decision on?

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Why it Matters

When you own a business your customers are your lifeline and if you train your employees (and you hire the right ones) they will help you make sure your customers feel cared for. Whether it is ordering a sandwich, getting a coffee, or booking a vacation, customer service matters and it is what will make or break a business.

If you are a business owner, hire wisely, treat your customers like gold, and they will return. As a consumer, remember to reward good customer service by returning, so that they will be around to greet you with a smile the next time you decide to stop by!

What's an example of customer service that you remember?




Comments

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    • profile image

      carlene 

      6 years ago

      glad to see your hub-ing again :)

    • Mandeeadair profile imageAUTHOR

      Mandeeadair 

      6 years ago from California

      Thanks Stephanie for reading and sharing :)!!

    • profile image

      Stephanie 

      6 years ago

      LOVE this!! I had no idea that writing was a passion of yours!! That is so awesome :)

    • Mandeeadair profile imageAUTHOR

      Mandeeadair 

      6 years ago from California

      Thanks for the comments. I agree that customer service needs to come in to focus again. It is important in this economy for business owners to learn to thrive, and customer service is an imperative key to surviving. Thanks so much for reading.

    • jpcmc profile image

      JP Carlos 

      6 years ago from Quezon CIty, Phlippines

      Customer service is a hot topic in business. Although many recognize it as important, only a few invest in it - training people, hiring the right people, getting the right equipment and facilitites, and the like. The truth is, people don't want anything but to be treated properly. With this start, you can see your business succeed.

    • point2make profile image

      point2make 

      6 years ago

      Very good hub. Voted up! Customer service levels in your business will, ultimately, determine your success or failure. As a business owner it's all up to you. Choose to be the best at customer service in your specialty and your business will grow and prosper. Neglect your customers at your own peril.

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