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Are you the customer that never comes back? I am now.

A few years ago, I needed to purchase health supplies and there were few stores that sold them. I walked in to Store A, and the receptionist must have been having a bad day or maybe a bad life. She was rude for no reason. I left without buying anything and hoped I could find better service elsewhere.

Luck was on my side. I went to Store B, their competition, that treated me wonderfully. “Jim” went that extra mile to gather information and quickly met my needs. Each experience there was impressive. Things were great for over a year until store B was sold!

I gave Store A a second chance against my strong desire not to do business with them again. That same receptionist was rude again. I was passed to someone that was somewhat helpful, but they handed me off to “Rick” for insurance reasons. He was less than friendly. A few days later, after not getting a call back, I had to call store A again. The receptionist was rude again. I left a message for “Rick” and he never called me back ... again.

Out of desperation, I searched online and found a lead to another store. Store C had exactly what I needed. All three people in the entry office of Store C were friendly and helpful. They obviously cared, and it showed. They’ve been great.

Store A will never see me again. They probably could care less. They will have to rely on others to support them. The customer that never comes back has the final “word.” It’s silent payback!

As consumers, we can help promote businesses or contribute to their failure. We gain strength in our numbers. It may take a while, but truth is a patient hunter. The lifeblood of every business or organization is its customer service.

One of my lifelong passions is understanding customer service. Companies seem to either have great customer service or they do not. Company culture starts at the top, and every person hired tends to reflect those beliefs. If done right, it becomes second nature. As with all things, if it’s easy and fun it gets done.

Great customer service increases the fun for everyone. It’s entertaining and makes sense. It helps time go faster at “work,” which then becomes more of a hobby than work. Why wouldn’t every business choose to have more fun? The sign on my desk for over 30 years has been, “Have you had your fun today?” That sign reminds me to walk away from my desk and cause some fun!

Call me corny, but customer service could include everything we do if it is for the good of all involved. Especially if it makes you smile internally. For instance, this farm boy from Rising City claps for the other teams when they are introduced at sporting events. It feels good to clap and show respect. I open doors for others because they do not expect it. I share my values with our 15 grandchildren because they are also my “customers” that need guidance more today than ever. They will not have the luxury of growing up during the simpler times I experienced.

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Anyway, that’s who I am and why I believe in good customer service. It’s common sense. Customers deserve great service. Hopefully they will search until they find it.

There are so many companies to choose from. In the end, it comes down to who will meet your needs at a reasonable price and exceed your expectations. It’s about providing exemplary customer service because that’s the right thing to do.

Thanks to our customers for voting John Henry's Heating & Air Conditioning the KFOR Best of Lincoln Plumbing, Heating and Air Conditioning company for 2018. It’s humbling to win this award each year, but at the same time our team works hard to earn it. I am proud of them.

JH also was voted as one of the KFOR Best of Lincoln for Small Company Places to Work (under 100 employees). Sometimes we have too much fun!

These awards reflect what’s in the heart of the John Henry’s team and also what our customers value. These awards tell a lot about our loyal customer’s values because you voted for us.

Thank you for supporting John Henrys and allowing us to earn your business. We hope you remain the customers that keep coming back!

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L Magazine editor

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