Customer service/ satisfaction is the most important aspect of any business. If customers are not happy with the service they are given they are unlikely to come back. If they are extremely happy then they are likely to go out of their way to use the service again.

Common sense right?

NO it would seem.

I cannot believe the amount of places I have been to where I have wanted to give my hard earned money to the business and they have faces that look like thunder almost daring you to ask them a question. Why would anyone want to shop there? And one person can make a difference to the very survival of an enterprise.

I’m sure I’m not alone.

I have a few examples:

I was looking for a particular book and wanted to get it is as soon as possible. There were a number of bookshops I could go to so I thought I would phone them to see if they had the book in stock so I could get it the same day but didn’t want to have to go into town if there was no book.

Here’s how the conversations went:

Bookshop1

Them: “Hello”

Me: “Hi, I was wondering if I could check to see if the book X is in stock.”

Them: “Probably…I haven’t seen anyone buy it”

Me: “Could you possibly check?”

Them: “The computers the other side of the shop”

Me: “(!!)If you don’t mind it would be great to confirm it”

Them: “Nah, I think we have it.”

Compare with…

Bookshop2

Them: “Good morning this is X how can I help you?”

Me: “Hi, I was wondering if I could check to see if the book X is in stock.

Them: “Let me just check, the computer says we have 2 in stock but let me take your telephone number and I’ll check they’re still on the shelves and haven’t been sold in the last few minutes”

Me: “Ok it’s 07xxxxxxxx”

Them: Could I have your name please?”

Me: “Doug Pitchers”

(Literally 30 seconds later)

Them: “Hi is that Doug?”

Me: “yes”

Them: “ok I have found the book and reserved it for you. You can come in at any time over the next two weeks, though it can be longer if you like and the book will be waiting for you at the front desk. Have a look at it to make sure you want it if not that’s not a problem. Is there anything else I can help you with?

Me: “No that’s great. I’ll come in later today”

Them” Great, we will look forward to seeing you.”

I told everyone I knew about the positive experience. A lot of these people buy a lot of computer books which can be expensive. All of them have started going to shop number two. This probably equates to several thousand pounds a year. And that’s off the back of one phone call of one person.  The second book shop is a little further away than the first. But I will always go there as they will do their best to help you locate a book you want

I aim to make sure every person I work for is extremely satisfied with the work I do for them and the service they receive. That is guaranteed. I am privileged that they want to give me their hard earned money and in return I aim to give them their money’s worth and more.

“I aim not only to meet a client’s expectations but to exceed them”

 What are you thoughts?