So many customers think that after the service is done, the company walks away with the money and that’s the end of that. After all, what’s in it for them?
I’ve looked at it from both sides, been there and done that. The complainant, aggravated by poor service and the valued customer, acknowledged and revered – I’ve also been on the receiving end of some pretty nasty calls, where the company I have worked for at the time did something to upset a customer and there I was, taking the responsibility on my shoulders, feeling like I, personally, wronged the customer in some way. I found I wanted to make them feel better. I wanted to do SOMETHING to say sorry…
I soon learned that saying sorry did absolutely nothing to help the situation… what the customer wanted all along was for the company to listen, to act and to change things. When I recognised this revelation, I was overwhelmed with comments like ‘You are the reason I do business with …’. Or, ‘I’m going to tell all my friends about this wonderful service’.
Customer Service is so important to Stemko Group. We want our customers to know that we are even willing to change the way we work, just to make them happy. We send out this little button (see below) on each and every email to ask for feedback, and sometimes, we get something back. I am on a mission to have every customer that deals with Stemko Group say ‘I’m going to tell all my colleagues about this wonderful service’.
Have your say today.