The US economy has continued moving away from manufacturing and towards services. Certain services and manufacturing can be outsourced and off-shored but not all of them. Let’s take a look at a scenario.
New Microwave – That Is Easy
I recently purchased a microwave oven to replace a broken built-in one. I did not own the home when the prior microwave, face kit and special air-circulating base were installed. I knew I was limited by the dimensions of the box where the microwave was built-in
I searched online at the General Electric Appliances site for a microwave that had the correct dimensions. The name of the series for my microwave had changed so I could not find it that way. I spent significant time trying to discern what was the correct size and model for my needs.
New Microwave –That Is Not Easy
Then, I looked for dealers who carried the model. Several of them were not open seven days per week so I crossed them off my list since speed was of the essence. As a result, I drove twice as far to pick-up the unit from a dealer.
That dealer was helpful on the phone, but did not know if the new microwave would fit on the old stand and inside the faceplate. I had to carry everything into the store and see if it would be correct. Why not equip the dealers and customers via the web site with the information? Microwaves wear out and customers might purchase the same brand.
Missed The Expense
I felt lucky that I avoided having to spend $300 for a new kit to go with my $159 microwave. Everything fit perfectly. I installed everything and all was well for a month. Then, the light bulb stopped working. I phoned the dealer who dispatched a GE repairman for the next day.
How Long Do You Wait For the Repairman?
Unfortunately, I was given a four-hour window for when the repairman would come. He arrived 15 minutes after the four-hour window. Most importantly, he did not have the bulb, which was the whole point of the service call.
The result was an additional wait for the bulb to be delivered by mail and then for the repairman to install it. On the original call, the repairman would not even check the unit without the bulb to see if it had an electrical issue. I was left to wonder if the bulb will solve the problem and maybe it will not. I needed to hold another four-hour window for the next service call. I was able to have the service man come early in the four-hour window after practically begging him. So what happened? The bulb fit and the repairman was gone in a matter of minutes.
I draw a couple of key lessons learned from the situation.
- Make it easy for customers to buy your product.
- Don’t make your customers wait for hours for promised service.
- Have the necessary materials when making a service call. Especially, when you are told what the problem is in advance.
Customer Service is an integral part of your business. Delight the customer instead of disappointing the customer.
Over to you. What is on your mind? Please comment below.
- How do you provide excellent customer service?
- Have you experienced similar scenarios?
- How do you reward employees for providing excellent customer service?