Many companies talk about giving great customer service. And then you buy something from them and you can’t believe how poorly you are treated. We have all experienced this. I just dealt with this myself. I ordered a new phone from my carrier. When it arrived the box was damaged and the phone was not in the box. The folks at the carrier said they would get right on it. It’s now been seven days and no resolution. Nothing. Nada.
Things Happen!
Let’s be honest for a minute. Things happen. We pick the best brands and we employ incredible people, but things break and mistakes happen. It is what happens next that defines you as a company. If you look at our Google reviews you will see a few times where a person had a product installed by us and it malfunctioned. It is how we handled that situation that moved the person to explain what happened and give us a glowing review.
It’s All About Relationships
You see, to us life is all about relationships. We choose the best brands and strive to create great business partnerships with those brands. We then try our best to build honesty, integrity, and trust into our relationships with our clients.
Customer Service: How It’s Done At WSS
Recently a customer bought an in-dash touchscreen unit from us. It was in his car for three months. The manufacturer of the product made a model change on the unit as a normal product cycle move. The customer starting experiencing a weird sound coming from the inside of the unit. It was still working fine but we knew it was only a matter of time till it broke. Normally we would just swap the unit for a new one at no charge for the customer. Unfortunately the vendor had none left in inventory, so it meant the unit needed to go out for repair. The customer understood. We explained that since we had sold him the unit and had installed the unit, we would remove it for free, send it out for repair at our expense, and reinstall it for free. He was grateful.
What he did not know was that behind the scenes we were scouring the whole country looking for a new unit that someone may still have in inventory. This is where the relationships come into play. We called our vendor, explained the situation, and asked them for help. As we were their biggest vendor in Maryland they spent two days looking for us and found us a unit in Michigan. The unit was sent to us and we surprised the customer with a replacement unit instead of sending his out for repair. Now this does not always happen. But you can rest assured that it never would have happened if I had not spent significant time on the phone calling in favors.
Great Customer Service Does Not Need To Be The Exception
I have been with that same carrier for over fifteen years. I have five phone lines with them. I am a good customer. Do you think anyone at my carrier has put in WSS style legwork for me? I will let you draw your own conclusion.
Would you like to experience old school customer service where a company truly values your business and your loyalty? We invite you to stop by WSS Westminster Speed & Sound and get to know us. We think you will find we are going to get along pretty well.
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