Photo Credit: Apple, Inc.
When you are lucky enough to experience good customer service, you just know it, and you walk away from the encounter with a great feeling, one of satisfaction where you say to yourself, ‘now that’s a company that cares about their customers.’ So, let’s talk Apple. With all the press about the iPhone 4 and it’s shortcomings and Steve Jobs’ notorious tin ear, their customer service is well above par, not perfect, but a model for most other companies to aspire to.
When I received my first iPhone 4 in the mail, the day before delivery was scheduled, I immediately had reception issues. Unfortunately those issues worsened to the point where one day I could no longer hear people speaking and they could no longer hear me. I walked into the Apple Store on 67th and Broadway in Manhattan, and was greeted at the Genius Bar by a very professional and kind person, who was able to squeeze me into a slot with a tech. It was determined that my phone had died, and was instantly issued a replacement. Alas, that phone also had issues, and even where cell strength was excellent, I had no signal. A week later at the Rockaway, NJ store I was given a new phone by a customer service PROFESSIONAL at the Genius B. Wow, impressive–most impressive. I was not interfacing with a snotty person who could care less about my problems, but someone who was truly concerned with my satisfaction. But wait you say, those phones were under warranty. Correct, but that’s not the whole story.
My first iPhone, a 3G was purchased in January 2009. For whatever the reason in February 2010 the phone could no longer hold a charge, or remain connected to WiFi. Something had gone wrong and the phone had become virtually unusable unless plugged in. I called Apple and they informed me that, like my Jeep, it was out of warranty–but, said the person on the line “take it to a store and they will probably be able to help.” Off to the Manhattan store I went, where they, yes you guessed it, they replaced the phone. Whoa! A company that stands by its product and its customers.
I think we often feel like we are giving away the store and the keys to it when we really go out of our way for our customers, and sometimes your good deeds will ultimately lead to nothing. At Webvantix we’ve spend extra time with customers and never billed them, only to lose them to another company because they offered them similar services for a few dollars less. My advice, let customers like that go, and focus on continuing to add value to the customers who stay with you. Strive to create great relationships by over delivering on a consistent basis and ultimately your business will be rewarded.
Just remember, return those calls and e-mails every day and put customer service standards into place, and your customers will love you for it!
I’m curious, does your company offer a specific outline for customer service issues? Please share them with us!
Preston Ehrler, Webvantix.
My name is Preston Ehrler and I started Webvantix to bring professional website design and website redesign to businesses that desperately needed help. Additionally, Webvantix blogs about ideas and tips for marketing your business online. Our team is comprised of individuals who are highly skilled in the fields of social media marketing, design, coding and programming. If you need our help, or simply have a question, we welcome your contact!
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