Exceptional and Invaluable Customer Service

I can’t help but to remember the unexpected call that I received from SAFA pure drinking water every time Thursday is approaching and it was indeed an exceptional and invaluable customer service. And this is the kind of customer service that will make customers be loyal to the company. It is the kind of service that I am also looking into from companies because it only means one thing; they valued their customers so much.

As I have said in my previous post that I grabbed the opportunity, so I have it delivered the following day because I am not sure whether our last bottle which is half full already would last until the usual delivery day. And true to their words, the delivery van came the next day in the afternoon to refill two empty bottles of 5 liters each and they did not ask for additional fee for the unscheduled service. Although the agent who called me emphasized that it is free and will cost us nothing more than the cost of every bottle itself.

On the other hand, it is not the only exceptional service that they have had because several times in the past we forgot to place outside the house our empty bottles and there’s no single occasion that they left without letting us know. They will knock on the door or use the doorbell when the saw that there’s no bottles outside the house. They will ask us if we still have water or we just simply forgot and most of the time it is the latter that keeps happening. And because of this chain of events, I will no longer pursue the plan of adding a competitor brand even if they had a better initial package.

Customer Service - The Lifeblood of any Business

Every time I write an article for a client I always wanted to tailor it according to the flow of their blog. It is not only a matter of making a unique content but at least there should be a sort of continuity and flow. So every time I get an assignment, it is always indicated where the article should be posted which is a nice thing for it will be easy for me where to start.

While I was scanning the content of the blog I came across the client’s experience in an automobile service center customer service. He openly ranting of the bad service for a simple fender bender and the worse was every time he calls to follow-up he will get unclear information that passes through different personnel.

And that reminds me also of the experience I had during my vacation last July in my father’s place up North in Cebu. It is indeed very funny that after just a few minutes of purchasing an item they aren’t going to accept it and only if the item has a manufacturer’s defect. Although it is just cheap goods but we should return it for it is not the right one that we need. The funnier thing was it is one of their own personnel who showed us where the item.

Then when I’m joggling on what should be the title for that article I came across some good points about customer service. Here’s some to ponder especially those in customer service oriented business.

• Do what you do so well that they will want to see it again and bring their friends. (Walt Disney)
• If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. (Jeff Bezos)
• In business you get what you want by giving other people what they want. (Alice MacDougall)
• You’ll never have a product or price advantage again. They can be easily duplicated, but strong customer service culture can’t be copied. (Jerry Fritz)
• Sales without Customer Service, is like stuffing money into a pocket full of holes. (David Tooman)

NB: Image from wikimedia commons.