We know that as customers we all have a choice when it comes to where we spend our money and often our buying habits and decisions are formed based on experiences. In other words, how good has been the customer service experience that you received? Was it good enough to make you want to come back, or if not do you make the decision to take your custom somewhere else?
Two recent experiences that I personally experienced showed both the good and the bad when it comes to meeting customer expectations. In the first instance I was shopping for a new short sleeved shirt just prior to Christmas, for a function and had heard an advert on radio for a menswear shop I hadn’t been to before. First tick, the radio advert had sufficient pulling power to get me to go and visit the shop. Once in the door, I was greeted with a friendly welcome by the store owners (husband and wife) and from that point onwards I was made to fell like their best customer. Helpful and attentive they showed me options, I tried a few shirts on and was even offered free tailoring service should any alterations be required. New shirt chosen I left knowing that this wouldn’t be the last time that I bought clothes from this menswear shop. They weren’t overbearing, they made me feel special, valued and they took the time to listen to what I wanted and then proceeded to show me shirts that met my needs. First class service from a great shop and that high level of customer service will ensure that I become a regular customer (tick, tick, tick).
The other recent experience wasn’t quite as positive and involved a restaurant that we have been to several times. The food has been consistent and the service great, which is a big part of why we have been returning. On this occasion my wife and I got to the restaurant about 7.30pm and as normal ordered food and bottle of wine. Both were up to the usual high standard and the service was friendly and efficient and all that we expected. However, on this occasion after we had had our meal, we decided to share a desert and so when the waitress came to our table to clear the dishes we asked if we could order the crème bruleé. We were informed that no that wasn’t possible as the kitchen had closed for the night. Given that the crème bruleé was unlikely to be made from scratch and would only require the sugar to be torched, could she ask the manager if that would be possible. She went away and came back and said that no that wasn’t possible as the chef had finished for the night. Now I know that not being able to order a desert fits into the “first world” problem category, but it did highlight to me how lack of communication can impact on perception of customer service. In this instance if the staff had advised us when we ordered that the kitchen was closing at 8.30, then we may have elected to order desert when we placed our wine and food order, but we weren’t given that choice. So, when we paid the bill, I did offer that constructive feedback and hopefully that is taken on board, and they can overcome the blip in what has normally been good customer service.
Your business is extremely important to us, and we know that for us to maintain your support and business, we need to provide a high level of service and support all the time. We don’t take it for granted and hope that if for any reason the level of service you receive from us falls short of your expectations. Please do let us know so that we can put it right and for those of you old enough to remember Alan Martin from LV Martin and Sons appliances, “it’s the putting right” that counts.
Jenkins Freshpac Systems, where “servicing your interests is at our heart”.