This is a very interesting thread. It made me think of all the attempts I had in the past to get in contact with the owner or manufacture or supplier about an item that, for whatever reason, I needed to discuss. I remember all of those that handled my inquiry within a reasonable time and I try to remember all those who did not. I just do not buy from the negative ones.
This may seem like an insignificant thing to many, after all, how is losing one customer that important. There are always others, right? Well, maybe and maybe not.
I retired this year after working and owning a small service and product business. We opened our doors in 1982. When I closed, we were the oldest establishment of this kind in the state. When the yellow pages were in existence, I noted that every year there were 10 to 20 new listings of similar businesses selling the same services and 10 to 20 old business no longer listed.
We tried hard to do our job very well and we were always selling our product at a higher cost than most of our competitors. I know; I checked. There others who were as good as we were but they did not last. Why?
The only thing that I think was different was our service. Whenever a possible customer called with questions, the secretary was instructed to get with the boss, me. If I was unavailable, she was to answer what she could or have someone else answer. If no one knew the answer, she got their phone number and I called as soon as I was available. I had the secretary continue calling, until we did get hold of them. If someone, other than me, answered the question, she was to get their phone number and I would call back at a time convenient to the customer. I verified that all her questions were answered, 95% of our calls started with women.
This just seemed to be the right thing to do at the time. I guess it still is.
This may seem like an insignificant thing to many, after all, how is losing one customer that important. There are always others, right? Well, maybe and maybe not.
I retired this year after working and owning a small service and product business. We opened our doors in 1982. When I closed, we were the oldest establishment of this kind in the state. When the yellow pages were in existence, I noted that every year there were 10 to 20 new listings of similar businesses selling the same services and 10 to 20 old business no longer listed.
We tried hard to do our job very well and we were always selling our product at a higher cost than most of our competitors. I know; I checked. There others who were as good as we were but they did not last. Why?
The only thing that I think was different was our service. Whenever a possible customer called with questions, the secretary was instructed to get with the boss, me. If I was unavailable, she was to answer what she could or have someone else answer. If no one knew the answer, she got their phone number and I called as soon as I was available. I had the secretary continue calling, until we did get hold of them. If someone, other than me, answered the question, she was to get their phone number and I would call back at a time convenient to the customer. I verified that all her questions were answered, 95% of our calls started with women.
This just seemed to be the right thing to do at the time. I guess it still is.