Customer Service: Lessons we have to learn
I had a conversation today with the owner of a local music store. My twin daughters play flute and trumpet. They are both taking private lessons, so I purchased them their first metronome. This was an interesting process. Apparently, the cost of metronomes has gone up since I first purchased mine years ago. My last metronome was $10.00; the two I purchased today were $30.00 a piece. I about died!
Anyway, this article is not about metronomes. This is about customer service. We have two important music stores in town. One is personable and will bend over backwards for you. Their word is the truth and you can always trust them. The other store: not so much. I called up the "other store" at 9:45 AM. The owner answered and said , " Yea, we carry metronomes, but we don't open for 15 minutes, so you will have to call back in 15 or we will call you." I said I'd call him back. Did I? Absolutely not!!!! Would you call him back? No, you wouldn't either. Maybe I would call him back if he was the only store in town, but since there are many others (these are the two important ones, the others are lesser in importance) where I could probably buy a metronome, I am going somewhere else. And if he was the only music store, I'd buy on the internet before I purchased anything from his store.
This is the point we need to know about customer service. When someone walks into the store or calls us on the phone, they want to pay us for our services. Don't give them a reason to go some place else.
If someone calls and you are not open, don't answer the phone, let it go to a nice voice mail message, then get back to them promptly. Otherwise, if you are going to pick up the phone, then go out of your way to help the customer. We are in business for them. The more we help them, the more money we make. Customer loyalty is a powerful thing. It should be rewarded by prompt and kind service.
As my mother taught me, a little kindness goes a long way.
Shannon Fields,
Orange Jacket Web Design LLC
Anyway, this article is not about metronomes. This is about customer service. We have two important music stores in town. One is personable and will bend over backwards for you. Their word is the truth and you can always trust them. The other store: not so much. I called up the "other store" at 9:45 AM. The owner answered and said , " Yea, we carry metronomes, but we don't open for 15 minutes, so you will have to call back in 15 or we will call you." I said I'd call him back. Did I? Absolutely not!!!! Would you call him back? No, you wouldn't either. Maybe I would call him back if he was the only store in town, but since there are many others (these are the two important ones, the others are lesser in importance) where I could probably buy a metronome, I am going somewhere else. And if he was the only music store, I'd buy on the internet before I purchased anything from his store.
This is the point we need to know about customer service. When someone walks into the store or calls us on the phone, they want to pay us for our services. Don't give them a reason to go some place else.
If someone calls and you are not open, don't answer the phone, let it go to a nice voice mail message, then get back to them promptly. Otherwise, if you are going to pick up the phone, then go out of your way to help the customer. We are in business for them. The more we help them, the more money we make. Customer loyalty is a powerful thing. It should be rewarded by prompt and kind service.
As my mother taught me, a little kindness goes a long way.
Shannon Fields,
Orange Jacket Web Design LLC
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