Prime Advantage Blog

Are You in the Hall of Fame or the Hall of Shame?

Mike McDonald on Oct 1, 2015 8:00:00 AM

We constantly hear companies boasting about their superior customer service and how it sets them apart from everyone else in the marketplace. Though many are stretching reality, some companies have truly found a formula that delights their customers. One line you consistently hear from these patron-friendly organizations is that it isn't about what they do for their customers; it's that they exist for their customers.Are_You_in_the_Hall_of_Fame_or_the_Hall_of_Shame

Amazon placed #1 in 24/7 Wall Street's Customer Service Hall of Fame for the sixth year in a row. Amazon prioritizes meeting their customers' demands up and down their supply chain while often satisfying their customers' needs before the customer even knows they need them. Not every company has the resources to pile into predicting a fickle customer base. So what can your company do to ensure you are giving your patrons the best experience every time you come into contact with them? Here are four tips to achieving complete customer satisfaction:

  1. Make sure your employees know who they are working for on every level. They must know how their role interfaces and serves each of your customers.

  2. Do what you say you are going to do. You can't always hand the customer exactly what they want, when they want it. But you can, however, clearly communicate what you can do to help them. Listen to what they need and work together to solve the problem.

  3. Make sure you possess the required expertise. Your product may not be the most technical, but there still are going to be customer questions. Make sure you're able to answer their inquiries no matter how big or small. This goes a long way in building trust and brand loyalty.

  4. Admit when you are wrong. The best route to take when you make a mistake is to fail with grace. Don't cover it up. Don't pretend it didn't happen. Admit what occurred, take ownership of it, and make it right. You will create a fan through your failure almost every time.

You don't have to drain your resources to offer superb customer service. You simply have to be thoughtful about your business and keep your eye on what you are doing and who you are doing it for.

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Topics: Supplier and Member Best Practices

Mike McDonald

Posted by Mike McDonald

Mike is the Executive Vice President of Business Development for Prime Advantage, a Chicago based Group Purchasing Organization for mid-market manufacturers. Responsibilities include managing business development, marketing, and the GPO's Healthcare Cost Containment program. He’s been a featured speaker, published author, and recognized award winner within the supply chain community.

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