Tiger Tales: Customer Service, August 2021
If you’ve seen our recent customer video testimonials, [they were awesome and we are very grateful & humbled] two words are hammered home clearly and repeatedly.
If you’re like me, sometimes I have a different thought process when I hear the words Customer Service. Negative annotations attached to past experiences I have had, (and I am sure some of you as well) with other companies’ Customer Service “Departments”.
Here are some examples…
- Listening to elevator music on the phone and being interrupted on a set cycle with a Covid-19 related message excusing the delay that starts with the phrase, “These are unprecedented times…”
- Emailing, because that is you’re only option, so that you can get a case # for a question you have regarding a recent order. Often you get a response similar to this…
##- Please type your reply above this line -##
Your request (162***) has been updated. To add additional comments, reply to this email.
- Further, one of the big on-line suppliers would rather just issue you credit than have to deal with all the fuss. That seems to be pretty good Customer Service to me. I get to keep the product, and I get credit for it too? Sure, I can try to squeeze into the shirt I mis-ordered as a Youth-Large! If not, who cares.
But, somehow, in all of the above instances, something isn’t fair and balanced. It is one dimensional and severely lacking. You are either being told to do something, playing an email ping-pong match with you versus the machine, or waiting on line so you can earn a refund for some hard earned Kohl’s Cash!
Conversely, if we go back to the video testimonials, we listen to instances of balance & support. There is a story told of value & respect shared between supplier & customer based on trust and the longevity of a relationship that has been cultivated in an effort to help each other’s businesses succeed. The story explains a cohesive process of tangible multidimensionality, family businesses helping other family businesses succeed, together and in all sorts of ways.
Our vision is to be a leader in the Building Materials Industry as your Supplier of Choice.
Our mission with our Customers: Build positive relationships, we work for you!
This is TJ Shaheen.
We want to be your Answer!
[The voicemail box for the author is currently full, please try again]. Seriously?