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Customer Service: The Beacons

Customer Service: The Beacons

In my previous post I talked about inept customer service at big companies. But there are always exceptions. Listed below are three companies, that in my opinion, fit that mold.

Starbucks: Be it my neighborhood store or any store here in the Americas, Europe or Asia, I haven’t had a bad customer service experience. Ever! What is it that makes this company so good at providing such superior service? I imagine this philosophy starts at the top and flows down all the way to the friendly barista at your local hangout. That Starbucks takes good care of its employees - through competitive wages, health insurance and flexible hours - is a well known fact, which could explain the high quality of their staff. But to have employees that display the same enthusiasm toward their customers even with multiple years under their belt is truly astonishing. How does Starbucks keep them so motivated? I don’t know. But I sure would love to find out. 

Costco: I always look forward to visiting this store. Even though it’s a warehouse store, the way it is laid out physically and its ambience gives me the feeling like I’m shopping in a high-end grocery store. That they were able to create such an exciting experience out of a boring warehouse concept is phenomenal.  Again, it starts with its people. As you stroll through the spacious isles you’re never too far from an associate if you need help with product information. Next, there are kiosks and sampling stations that are set up throughout the stores for you to try new and existing products or sample some of the exotic foods. Then you have their meat; produce; fruit; wine; and both fresh and frozen food selection that is second to none. In addition to the regular grocery store items (sold in bulk, of course), they have a good selection of electronics, fine jewelry and high-end watches. Finally, their customer service is top notch. Their return policy is excellent and exchanging is a breeze.

Nordstrom: The story goes, an unsatisfied customer goes to Nordstrom and returns a tire, and they accept it. As you very well know, Nordstrom is a high-end clothing and accessories store, and does not sell tires. If this isn’t the hallmark of customer service then I don’t know what is. My experience was similar, although not as extreme as the example mentioned above. 15 years ago, I received a winter coat for Christmas while I was visiting my in-laws in Ohio.  When I returned home to Texas and wore the coat for a few weeks, I realized that it was a tad too warm for our moderate winters. And when I wanted to return it, I couldn’t find the receipt. As I was driving to the store to attempt to return it, I wasn’t holding out much hope. But to my utter surprise they took it back, and in the process made a customer for life. To this day, anytime I need any clothing, shoes or accessories I always shop at Nordstrom. They provide me with the perfect value proposition and the customer service is icing on the cake.

In the examples mentioned above, all the companies have one attribute that makes them so very successful: Their undivided attention to customer service. These corporations took the time to understand that human psyche: people may forget what you said but they will never forget how you made them feel. These companies invest their time and treasure to create a customer, because they know the sale will follow.

We at housspros.com strive to model ourselves along the lines of the businesses mentioned above. Just like them, we work hard every day to make our customer experience better than the previous day. Because as a small company, the only way we can gain traction with our customers is by exceeding their expectations in their every interaction with us. 

Image Source: cartoonmotivators.com



Last Updated: 2017-10-26 19:16:31

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