Customer Service Seals the Deal

Matt Morris, Matt Morris

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Customer Service Seals the Deal
by: Matthew R. Morris
ISOM Manager, CustomerCount©

Recently I went in search of a new vehicle that would serve as the preferred choice for family road trips. Since my significant other has decided that she prefers to sit fairly high up where she can see things around her we decided that we were either looking at a GMC Yukon or a Chevy Tahoe. With this in mind I scoured the internet and came up with 4 to 5 vehicles that we decided were worth looking at. We ended up narrowing the search down to two different vehicles. Our first choice ended up not happening because of very poor customer service and unwillingness to even listen to us. Needless to say we will never go back to that dealership again.

Much to my surprise we encountered the exact opposite at the second dealership. We were greeted promptly when we walked in and the gentlemen asked if we were looking for anything in particular. We told him that we were interested in the Grey GMC Yukon Denali and he very quickly retrieved the keys and let us take it for a test drive. During the test drive he did not talk about the vehicle but wanted to know about us and why we were looking at this particular vehicle. He was extremely pleasant and acted very genuine. Once we got back we knew that was the vehicle we wanted so we began the process of dealing. We informed him that we had a trade and he took all the info to his manager. When he came back the figures were not what we wanted and instead of like the last time we got this far he looked at us and said “What is it going to take for us to get you into this Denali?” We told him and he said let me see what I can do. We waited a bit and he then came back and presented to us a deal that work with our budget. Not only did he go the extra mile to try and help but he did so with courtesy respect. Bottom line is that we will be going back to this person when we decide to trade our other vehicle. This place surpassed customer service on the sales end. Now let’s see how they do on the service end when I take the Denali in for maintenance.


Good Customer Service Builds Customer Loyalty

Matt Morris, Matt Morris

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Good Customer Service Builds Customer Loyalty
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager

Last week I placed a carryout order with Jason’s Deli near our offices. The order was for a couple of sandwiches and sides so I did not think it would be difficult to fulfill correctly. Upon my return, I noticed that both sandwiches were missing a variety of condiments which produced a bad customer experience as I was really looking forward to sinking my teeth into a roast beef sandwich with swiss cheese. Afterwards, I called to inform the deli that my order was taken correctly and written on the receipt I received but somewhere in the process of producing my order there was a short fall. Now at this time, I am curious to see what type of problem resolution protocol Jason’s Deli has to address my bad experience and the solution to this customer issue.

The young lady on the phone mentioned sending out new sandwiches to me at no charge which was a nice gesture, but I had already consumed the sandwich brought back to the office. Then the young lady said they could give me some of the money I spent back to me. Not a bad solution, however I really did not want to travel back to the deli. As a last option, the deli employee asked if I would like a card for a free meal and drink in the future. I said sure and was informed the deli would send the card via mail. Well, to my surprise, I received the card via snail mail and it came two days after the ordeal.

I am so impressed with the responsiveness and problem resolution that Jason’s Deli has me leaning more towards a loyal customer versus a satisfied customer. The customer engagement I experienced from the deli employee was superb! Beginning with the initial phone interaction I had with her discussing my negative customer experience to the end result which was receiving a handwritten note on Jason’s deli stationary apologizing for my inconvenience giving me a free meal upon my next visit. This experience shows that good customer service builds customer loyalty on consumer at a time. Who do you think I am going to call the next time I want a deli sandwich?


Conducting Surveys Using Live Call Agents are too Time Consuming

Matt Morris, Matt Morris

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Conducting Surveys Using Live Call Agents are too Time Consuming
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager

The other night I am home with my family and the phone rings. After answering the call, a woman’s voice comes on the telephone announcing who she is and what firm she is representing. She goes on to explain her organization is conducting a customer feedback survey and asked if I would like to participate. I said; “yes, as long as it doesn’t take more than 5 minutes”. The woman on the other side of the phone assured me it wouldn’t take longer than 5 minutes. So, we begin.

The young lady begins by asking a question and then giving me the answers that correlate to the numbers one thru five. You know the routine. Answer 5 if completely satisfied, 4 if somewhat dissatisfied, 3 if neutral, 2 if somewhat dissatisfied, and 1 if extremely dissatisfied. I appreciate the call agent informing me of the answer selections and what number they coincide with on the survey. What I have a problem with is the call agent reviews that same list with me after each and every question. I found myself cutting the call agent off when she was reciting my answer options with my response to shorten the time spent taking this survey. Reason being, my time is valuable and I want to get back to my family.

After about eight minutes into the survey, I ask if this is almost over because you promised me the survey would only take 5 minutes. The call agent stated she had just a couple of more questions for me. After the fifth question, I stopped her and said that I was done. They had taken all the time I originally committed to and they overextended that time allotment. I wonder how often this happens for others. I bet it happens more times than you think. Our time is precious, especially if we take time out of our day right then and there to provide feedback to a firm we conduct business with periodically.

If the firm would have used an “online customer feedback solution”:http://www.customercount.com with a “save the survey” feature, I would have been more inclined to revisit the survey after the presumed time limit of five minutes and completed the survey. I believe this method of gathering consumer intelligence is more effective as it takes into consideration that not all surveys can be completed in one sitting.


One Bad Experience Can Lead to Customer Defection

Matt Morris, Matt Morris

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One Bad Experience Can Lead to Customer Defection
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager

Last night my family went to a restaurant that we had only visited once before. We figured “why not try the restaurant again since the last visit was not too bad”. Shortly after sitting down, our server came over to take our drink order and I asked her about what their restaurant is known for from a food standpoint. She then gave me a list of five items and then went proceeded to bring our drinks. Then, it went downhill. While taking our order for food, you could sense her patience with us was diminishing. After the waitress walked away, my daughter commented that she saw the waitress roll her eyes after my wife asked a question about a menu item. Well, that did not sit well with the Mrs. A couple of the meals came to us incorrectly prepared and my wife was never asked if she would like another drink which she really could have used to cool her jets. Before paying the bill, we both said to each other that this is the last time we come into this restaurant because there are many other options to choose from for dining.

Whether or not the waitress was having a bad day, her attitude towards customer service should not be affected by that. Now, because of one bad customer experience, the restaurant has lost a customer. Sometimes we are given a small window to win over a customer and yet it can only take one bad experience to make customer choose a competitor. We should all keep this in mind the next time we are talking to a customer, prospect or even a client. Why take the chance of losing a customer over bad service or communications? Remember, it can only take one bad experience to lose future revenues from that lost customer let alone the derogatory comments that customer will share with their friends and family.


Increase Your Survey Responses with “Save a Survey”

Matt Morris, Matt Morris

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Increase Your Survey Responses with “Save a Survey”
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager

I imagine the ROI using a live call agent to solicit customer feedback is very low. Especially when trying to get a consumer to provide feedback right then and there. Wouldn’t it be more prudent to send the customer a survey request by email? Then, the consumer can take the survey at their leisure which increases the survey completion rate. You should also consider having a “Pause” feature within your online surveys in case the consumer must leave the survey exercise prior to completion. We at CustomerCount© built such a feature into our online “customer engagement solution”:http://customercount.com/features.php and it has been very well received by our clients. We call it “Save a Survey”. I highly recommend this kind of feature as it will increase your survey responses.