Having worked in various service businesses throughout my school days, and drawing parallels to my experiences today as the owner of a design firm, I often wonder what our firm’s target client defines as “awesome customer service”, and how much it’s valued when they are deciding on an agency to work with.
So what is “awesome customer service”… how important is it and how is it evaluated?
For me, as a customer, there are a few basic attributes that signify a pleasant experience, regardless of the industry—acknowledge me, be responsive, be patient, make me feel special, solve my problem, give me a deal, be flexible, or simply… care. Service plays a huge role in building trust, loyalty and repeat business in this day and age. As expectations continue to rise, “awesome customer service” will continue to help companies build bonds with customers.
Everyone’s been on at least one side of a customer service experience—most likely both if you’ve been employed. I am on both sides daily—as a person in need of service, and a business owner who strives to provide “awesome customer service”. It’s my view that clients not only get what they expect, but a level above. After all, that is what I expect when I’m in their shoes.
However, it must be noted that ultimately delivering what a customer wants is more than just the “awesome customer service”. Arguably more important is the caliber, time and price of the work that play a larger role in a customer’s buying decision and experience.
It reminds me of a riddle I’ve heard: “High quality, fast turn-around, low-cost—If you could only pick two, which would YOU choose?”. Over the years I’ve heard a variety of answers, shared perspectives and even had some laughs about it. It’s fair to say that on the side of the customer, picking all three should be commonplace, while a service provider might scoff and say that’s impossible.
I am very proud of the level of service my company offers and would like to think we offer all three to our clients. Our “awesome customer service” is something that brings the three together to elevate the customers’ experiences which hopefully brings them back time and time again.
But alas, winning the hearts and minds of potential new clients before having a chance to exhibit our “awesome customer service” puts a lot of weight on the caliber of our work, our commitment to make things happen on time, on target and on budget, and the business relationships we foster by doing things right, again and again.
Customer service can’t truly be evaluated until it’s experienced first-hand.
In a perfect world, customers get to pick all three AND build strong bonds through an awesome experience.