How important is customer service?
How important is customer service? Not improtant at all...until you need it. If you are buying a commodity item and it always works, like maybe a pillow, you may never need to ask anyone how to fluff it.
I was working on my 31' Model A Streetrod over the weekend, and I needed to find some information related to a special technique in the painting of "ghost flames."
After searching the internet without success, I decided to call the company I bought the paint from. Please keep in mind this paint is far from a commodity shelf item, and is very expensive, ($225.00 a quart). So I figured if anyone could answer my questions, they would be able to. They are involved with some of the nicest rods built today.
Calling on a saturday morning, I was a little nervous about not being able to reach anyone. To my pleasant surprise, I was able to connect to their "technical department" immediately. To my dismay, it was obvious that the person I spoke with could barely understand what I was speaking about, and knew nothing about my subject.
When clients are running into problems, or just have simple questions, customer service is the link between them and our product. One of the reasons we here at Carlisle Wide Plank Floors are so successfull is we don't have a "technical department." From the first day you call in, till the day you move your furniture on to your beautiful floors, you are always speaking with the same person. We have installed and finished our floors, we understand slabs, crawl spaces, sub-floors, acclimation, and just about anything else you may have questions on regarding flooring. If one of us is away, or busy, and you need to speak with someone immediately, one of my many co-workers will pick up the phone and help you. We also have someone on-call over the weekends, and I have been known to give my clients my home phone number in case they may need me in the evening. If you leave a message for me, I won't go home before calling you back.
How important is customer service? VERY IMPORTANT! There is nothing worse then not getting the answers, when really needed. Does anyone know anything about ghost flames?
Author's Name: Rick Menard
Posted Date: March 31, 2008 at 2:43 PM
Filed under: Customer Service, Rick Menard
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Tags: Carlisle Wide Plank Floors, customer service, finishing floors, ghost flames, hardwood, Hardwood Surface, installing floors, street rods, wide plank flooring
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