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Does Customer Service Matter?

Does customer service matter in your business?

It seems this is something we don’t talk that much about. With all the automation in business, has customer service become a dying element?

I can tell you that I remember very well when a company has customer service that “Wows” you.

For example, when I purchased an XPS laptop from Dell, there was a problem…and they did everything in their power to make it right fast. They were obviously using an outside call center for their customer service, but they were empowered to fix the issues. They offered to replace it immediately (sending a new laptop before receiving this one back). They offered extra gifts. They did everything right.

This has stuck in my memory ever since and caused me to buy from Dell even though I hate all the extra software they add onto their computers.

I don’t know if there customer service is always this top notch, but it was in my case…and I remember it very well.

In comparison, I had a poor experience with the Chrysler company. I purchased a Jeep liberty from them about 6 years ago (give or take a year). When I purchased I agreed with the sales person that they would add a CD changer. We wrote it down on the contract and I took possession of the vehicle to bring it back later for the CD changer addition.

The sales manager was a total jerk when I came back and tried to substitute a regular CD player instead. In fact, he became so hostile that he began cursing at me even in front of the other customers there.

I definitely remember this experience with them…and completely ignore everything Chrysler offers. Even though it’s possible he is the only major jerk who works for them, it’s still part of the “buying experience” I remember for them. I think I’d only consider another vehicle from them if every other automobile company quit selling cars.

So from customer experience, customer service definitely seems to matter.

One of the customer service elements that has helped the most in my business is having a customer ticket system. Email support can be unreliable and emails do get lost. Phone support for low cost items isn’t cost efficient (it is effective for higher ticket items though). You can see our ticket system at http://www.mymarketingcoach.com/support and that is the best way to contact us with any problem you may have with a product or service.

Here are a couple of free ticket systems that are very well designed:

Maian Support

osTicket

Note: As a sidenote, you may find it interesting to know that our business line is actually a Skype.com Incoming phone number so we can have it handled from anywhere in the world.

What is your opinion on this issue?

What companies have given you a “WOW” experience with their customer service?
Have you ever received such a negative experience that you wouldn’t do business with them again (it would be best if you don’t list a company name for this one)?

Written by Terry · Filed Under Strategy 

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Comments

15 Responses to “Does Customer Service Matter?”

  1. Kavit on March 21st, 2008 7:36 am

    Hi Terry

    Great post as usual.

    I have always wondered whether to have a ticket system in our company. The reason is because we provide a lot of answers on the net through faq’s and so our e-mail responses are minimized each time. I wouldn’t wnat the ticket system to look empty. Make sense?

    But then I have had emails get lost and don’t want that happening so I’ve decided to get one set up. It’s happening as I type this.

    Also, we have skype in numbers. It’s awesome. Real numbers, low cost. Accessible any where. What else could you ask for?

    Kavit

  2. Steve on March 21st, 2008 8:38 am

    Hi Terry

    Customer and client service is of paramount importance.

    I have also had poor service buying cars (is it the industry)?

    An example of great service was a company I bought stationary from. They included a packet of cough sweets with a note that said something like; We know it’s the winter time and there are a lot of colds and sneezes about so with our compliments we have included a small gift which we hope you will enjoy.

    Something I will always remember. In fact the emotions that accompany bad service and good service are so strong that they create a powerful memory link. (We tend to remember better when there is an emotion attached to it).

    Great blog, I always love reading all your stuff.

    Best wishes from the UK

    Steve

  3. Carole DeJarnatt on March 21st, 2008 9:32 am

    Hi Terry

    Coming from a corporate position of Customer Service Director, yes, customer service is very important to me.

    Last year I wrote an entry on my blog about a bad experience I had. It was also a computer service but from a local small town company. In my opinion this company had the opportunity to outshine the big companies in the world just by taking care of a local customer. All I wanted was a computer and I was ready to buy.

    I called the company 4 times and received a recording that they were busy. I left a message in hopes they might return the call to no avail. Since they were local I decided to stop in. After I drove up I notice the sign on the window, Closed for the Week.

    You talk about mad. I had delayed for two days in purchasing a laptop waiting on this company. The least they could have done was had their recording changed to reflect the business hours.

    I did write the company and received a negative response back from them also. That was Christmas 2006. I believe today they are out of business.

  4. Aaron at FullTiltBlogging.com on March 21st, 2008 9:38 am

    Shoulda gone with the Explorer!

    Great post.

  5. Tal Fighel on March 21st, 2008 11:06 am

    Great post Terry.

    Cusotmer service should be the #1 priority for any company that wants to be succcessful long term. The problem is that many just want to make money off the customers without giving them all the necessary support that they need. That’s why you see so many of them go out of businesss very fast.

    An example of that is in Carol’s # 3 post above.

    Tal

  6. Fred Black on March 21st, 2008 2:10 pm

    Terry;
    Customer service is still important to me. There are some stores that I’ll avoid like the plague because of bad experiences. There are others that I’ll go to and gladly pay more for a product just because the people working there actually know something about what they sale and treat customers like they’re important to their business.

    I’ve had mostly good experiences with Dell, and like you, hate all the preloaded software. I noticed on a booklet that came in the mail recently you can order some of their systems without that – but it cost more I think!

    I’m a musician. I’ve frequented the same music store as long as I can remember for the same reasons I mentioned in the first paragraph, and I send new customers there whenever I get the chance.

    One company that has outstanding customer service is Taylor Guitars. I have several. One very special Taylor guitar that I have had a problem with the pickup system: they had a production run that had a problem with defective solder in the electronics. I waited several years before contacting them about the problem because I usually don’t plug in my acoustic guitars, preferring to mic them. However, last year I had an event that I would need to plug in and called them to see how much it would be to have it fixed (I assumed the free repair period was over). I was told to send it in and they would repair it for free. Keep in mind that this was a very expensive repair – their pickup system is pretty costly and they replaced the entire system – for free! http://www.taylorguitars.com.

    Take care,
    Fred

  7. Noel on March 21st, 2008 3:36 pm

    Hi Terry,

    That company has got to be Amazon for me; Going back years I have had no problems with them – cheap books and flawless service. Same goes for Viking Direct – UK offshoot of Office Depot. Always picked up the phone instantaneously, replaced products without whining and were so good that I stuck with them throughout their longstanding problems at their Dublin dispatch depot. Having said that, I am now with another stationery company. . . hmmm!

    As ever, loving your posts, Terry. Great job.

  8. Stop Taking Care of Your Customers and Maybe They'll Leave You Alone on March 21st, 2008 4:25 pm

    [...] seem to have been quite a few blog posts recently on the topic of customer service…like Terry Dean's post here & Ed Rivis' post here.  I figured I'd chime in on this topic [...]

  9. Net Marketing Toolbox on March 21st, 2008 5:15 pm

    Hi Terry

    A warning note about osTicket…

    Please do NOT install from your cPanel/Fantastico WITHOUT first checking for the latest version number. An older, buggy and unsupported 1.3 version most likely comes with Fantastico – so DON’T install that one!

    A much newer, re-written version 1.6 is available on the osTicket web site.

    So if you want to save yourself a lot of headaches, please download and install the new version from the main web site!

    Cheers
    Stephen Spry

  10. Net Marketing Toolbox on March 21st, 2008 5:49 pm

    Do I dare mention the lack of support that seems to be coming the norm for far too many internet marketers?

    * noreply@ email addresses? – please use our support desk instead – when the reply email address could easily plug into the support system.

    * no response from email enquiries?

    * support email addresses which don’t work?

    * no response from a support ticket after 10 days?

    Hmmm… AND I was a paying customer, not “just” a prospect.

    And surely you could expect some sort of (easy to do) follow-up auto-responder sequence to see how you are going with your new purchase? Not likely! Only more “buy me” type emails once you get into their system.

    Great examples LOL

    Cheers
    Stephen

  11. Georjina on March 22nd, 2008 2:18 pm

    Hi Terry,
    Great post as usual. I agree customer service has become a thing of the past in many businesses and posted about a bank on my blog with dumbed-down customer reps(?!) and really ugly customer service issues, least of which is profiling (a whole nother issue!).

    Then there’s always a bright spot – my local car service guys are great! They really listen to what you’re saying, do what they say they’re going to do and provide exceptional service to your car, no matter how new it isn’t!

    Thanks for a great post and hopefully those online will take note – sometimes customer service begins and ends with the Customer!

  12. olimpio on March 26th, 2008 5:00 am

    hello,

    although it is sometimes when the customers appreciates your service to them. but there are a lot out there who are annoying and need to attract attention always.as the saying goes “the customer is always right”. so you have to do extra caring to them.in doing customer service it emphasize that they really have knowledge about there products that they were selling.

  13. Ryan Healy on March 28th, 2008 8:30 am

    I, too, have had GREAT experience with Dell. They took my computer and replaced the screen for me, free of charge. They even came to my house to pick up my laptop, provided a custom packing box, etc. I was really impressed.

    But those bad customer service experiences stick with you for years.

    I had an unofficial boycott on Borders and their cafes for about three years because of some bad experiences with their baristas. Really bad.

    And to answer your question, customer service is deteriorating in online businesses. Which actually makes it easier for the “good guys” to stand out.

    By the way, when I had an address change, your wife took care of it right away and confirmed it for me. I really appreciated that! (Especially compared to how I was treated by another guy who sells a newsletter I used to subscribe to.)

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