What is your current practice for customer service and is it only offered to past/current customers?

“customer service” should be “customer excellence”. Going above and beyond is not painful, or at least it shouldn’t be, you can actually be quite joyful and can be some of the strongest advertising and marketing that you have ever done. You don’t want to give away everything but teaching everyone in the organization to listen, care, and empathize with  the customer or the patient or the clients issues and problems is not just important but vital for long-term success.  I recently had an issue with my GE washer, and it took 11 contacts with the company to resolve my issue that only cost (retail) $50 to fix. It cost the company way more than that just in all the contacts that I had to go through to get the service that was due me. That is just poor business and a lack of understanding the economics of providing customer excellence. And as a side point, all of the 11  people that I talked to were unhappy and I could tell they were just there to fill time. A waste of resources and a very sad state of affairs. 

Hi Jo,

Whether it is a new contact or someone one we have been doing business with of 40 years
I have found two very important rules. the first is timing. Respond quickly to requests.  Don't let that e-mail sit in your in  folder.  Return that voicemail ASAP.  Especially if it is a complaint!

Make everyone at ease and stay calm.  First time customers are usually unsure of the way a company does things . . like process orders.  Don't hurry thru the process.  We have customers from all over the country and internationally as well.  If they talk slow, talk slowly as well.  Take the time to make sure they understand your company;'s way of working.  But at the same time, don't be too wordy.

Hope this helps.

@Xi Computer only repairs and supports our own brand of products. This is because we may not have the necessary replacement parts or product knowledge to work on third party products. For our own products we offer a variety of warranties ranging from 1 to 5 years and free of charge technical support for the life of the product.  

Good customer service, is staying in touch!
not always trying to sell them something..

How ironic because every time I've gone into a glasses shop for repairs, they do it for free (minor adjustments). Later, I feel comfortable enough to go in to buy a pair. It's a small but appreciated gesture. In my own business (property management), I try to answer tenant-prospect questions regardless of whether there's a fit. We don't have the time to be relocation resources, though.

We service other brands of car stereo equipment/home audio equipment all the time.  Usually that is how we acquire future customers.

Hi. I work with people with disabilities. I do not do customer service. I am welcoming new clients. 

Share The Care
For every new patient you refer to us, you receive 10% off of anything of your choice! If you refer multiple friends, the percentage will add up. For example, refer 6 friends or family members and receive 60% off anything of your choice! *Share the Care offers cannot be combined with ins... once you've used your % off, we'll reset your savings & you're able to do it all over again.  works great & totally free advertising.   It's valuable to new patients and established patients.  

I think you treat all customers with the same level of respect that you expect for yourself.
I like totally open, honest and direct communication about everything in life and business. I don’t have a different value system for business from my daily life.

No, we will service past/current and new customers.
It doesn't matter if we installed the product or not, if we can service it or repair it, we will still do the work for them.