We Put the Customer in Customer Service
Where is the Customer in Customer Service?
So, recently a landscaper stopped by the house and offered to do some work. They basically would put down new soil, seed, and fertilizer. The cost? $1000, now you might say, “Hey Matt, you overpaid!”
There were, however, some extenuating circumstances. I will review a few, so you can get an idea.
- The wife wanted grass even though we are in a drought and I stopped watering the back yard a few years ago.
- The wife wanted grass.
And lastly…, I knew my wife really wanted grass.
So, when these guys stopped by and offered to give me a yard, I took them up on it.
The Actual Work
Here we are: they laid soil, seed, and fertilizer. They actually gave me a one-year guarantee, so I was pleased that I didn’t have to get my hands dirty, so to speak. And now, we sit – a month later and guess what?
NO GRASS. So I did what every customer does and I called them, and I called them and… I called them. Guess what? No answer.
Did I get scammed? Do they have the worst customer service? What about the customer?
This little scenario cost me a grand.
Now, what if I told you I sell a product that cost significantly more than $1K, with total costs depending on size and scope of the project? I personally was really angry with my “lawn” experience. They didn’t answer my calls or texts. I am the customer and I have had a very poor experience.
What happens when you, as a customer, spend 100x more and still, no one answers the phone? I imagine you might be 100 times more angry than I was when no one answered my call.
I make it a point to answer my phone when it rings, as do all the sales professionals and support team here at Dovetail Software. I also make it a point to understand you and your company are paying for not only a product, but a level of service with the customer coming before service.
Where do you put yourself in Customer Service? Are you the Customer or are you the Service?