Customer Service is Everywhere
I have always believed in the importance of customer service, both as a provider of solutions to customers and as a consumer. I have made numerous decisions over my life in staying with a product or service or switching based on the quality of customer service I have received. My family and I had a recent experience in customer service that I would never had guessed would have the impact on a decision that it did. My mother-in-law had a heart procedure. While no one is about to claim she an enjoyable time at the hospital, the level of service she received was unlike anything I have ever seen at a hospital. They couldn’t have been more accommodating and more helpful in providing all the care possible to my mother-in-law. After the procedure, it was determined that she needed heart surgery. Now here is where the customer service comes into play. There were two recommended surgeons. One did his surgery at the hospital she had just visited while the other practiced at a different hospital. Since they both came highly recommended and it was a toss-up, my mother-in-law chose the surgeon who practiced at the hospital she had just visited. What was the difference? The Service! She said as long as she was about to experience a heart-wrenching surgery, she might as well enjoy the service while she was there. So who got the business – The one who provided the best Customer Service.
We at Dovetail believe our customer service is one of our strength, and is often the differentiator in our success against competition. Our motto is “Whatever it takes, just do it.” We are accused, and we are quite proud of this accusation, that we often provide free consulting as part of our normal customer service and support, while our competitors charge customers consulting fees for this information. To show our commitment to our customers, we have a section in our Support Policy that states if a customer is ever “unsatisfied with Dovetail product support or would like to discuss a concern, please contact our CEO directly at (512) 418-2905 x101.” This is important to me, both because I know it is the right thing to do and because I know it will ultimately benefit our company. I can’t tell you how many times I have talked to a company’s customer support, was unhappy with the answer I received, asked to talk to a manager, and I have been told I am not allowed to talk to anyone in Management. You think that company cares about their customers.
As our tagline says, Take Customer Service to the Next Level.
Until Next Time,
Stephen
