We are all suckers for cheap buys, discounts and sales yet we are also willing to spend a little more in exchange for comfortable, positive, and rewarding buying experience. Although people shop where they can get value for their money but most people shop for brands that they trust and have good experiences with.There are two places in Cebu where you can find me but when I feel like de-stressing I go to this dance club. I'm a regular customer of this dance bar for over three years now and it's not just because the place is cool and the crowd is great. But I like the way their staff treat me.
I can get table reservations, and if I drop by unannounced, they always find a way to get me and my friends tables and chairs. I don't really mind that I have to pay 100 bucks to get inside the club or that their food and beverages are even a bit expensive compared to other dance clubs. But whenever I am there, they make me feel like I am the most important customer in the world! And who wouldn't want that?!
My point is that customer service plays an important role in expanding customer base and retaining customer loyalty. If customers are provided with more than what is required, or if the customer's expectations are exceeded, then your business gets the loyalty and preference of more customers.
I am reminded of this bakeshop that we have in town. They bake great pastries but their customer service is just terrible. I remember having to wait for several minutes (which seemed like forever!) before someone from the bakeshop can take my order. The attendants were busy gossiping about celebrities and politicians. After two or three instances of bad service, I never bought anything from that bakeshop again. I even discouraged my friends from buying there. I prefer going to another bakeshop, walking an additional block or two. I don't mind. I just hate it when people make me feel that that my time is not important. I hate people who waste my time.
So the next time, a customer comes in to transact a business with you, remember that customer service is still important. Make your customer feel that they are important. Because if your customers are not important to you and your business, then try running a business without them.
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2 comments:
Hello, I really like what you're doing. Personally, I think that a lot of managers in the Philippines are very lax when it comes to customer service. I had one experience wherein the manager won't even bother apologizing for a store policy that is both discriminating and insulting. This leads me to the point that I hope to see more of in your blog- merchant violations and limitations. It is highly significant that customer service personnel/managers know the legality and the underlying implication that their policies actually portrays.
To illustrate more clearly, I had this unfortunate experience with Zara Philippines in which they REFUSED to swipe my credit card when I chose not to present a valid ID. The ironic thing about this is that the management team of Zara believes that this policy to "protection of their customers". When did "protecting a customer" translate to denying a customer his/her purchase. On top of that, Visa and Mastercard cleary states that a merchant cannot deny a cardholder his/her purchase when he/she refuses to present any form of identification.
Its appalling how some customer service managers have no clue on what they are actually doing.
You have a cool blog here, very informative. I would also want to invite everyone to our Telemarketing Call Center. Come! for those who seeks to have careers.
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