Customer Service is Key
Calvin posted this on Dec 26th 2007 at 18:51 under Business, Career Moves Column, Writing
"Working it" column published in the Career Moves section of The Evening Echo on 10/12/2007
This week I was blown away by the exemplary levels of customer service I received from an Irish company. It was shocking, in a good way for a change. While the experience delighted me, the fact that I can’t actually remember the last time I felt so utterly satisfied with the customer experience I’d received in this country saddens me.
Before going any further, I’ll name the company that has impressed me so much: it’s MicksGarage. Founded in 2004, MicksGarage is Irelands’ largest car parts and accessories internet shop. Recently they were awarded the prestigious Golden Spider award for best Retail and Home Shopping website. From my recent experience of dealing with them it’s easy to see why.
I was looking for a roof rack and roof box combination. Finding them was easy, and the information provided made selecting the models that were right for me very straightforward. Placing the order online was secure, clear and simple: everything you’d expect from a competent and efficient e-commerce site.
That’s when the unexpected happened. Five minutes after I’d placed my order, the mobile rang. It was MicksGarage, confirming my order and suggesting that perhaps I’d be better off opting for roof-bars that matched the make of roof box I’d selected. These where, the representative said, slightly more expensive, but they would supply them at the same price as my original order as they felt it was a better combination. Was that OK with me? I was flabbergasted!
Naturally I agreed. The items arrived at the door by courier the next working day – for a total delivery charge of just €9. The whole experience was flawless from beginning to end, but I get the feeling that had a problem cropped up it would have been dealt with professionally and competently. I really can’t recommend MicksGarage highly enough.
The blurb on website says: “Our aim is to provide the Irish motorist with the largest online range of automotive products at very competitive prices. We pride ourselves on providing the best customer service in the motor industry today and we treat every order as if it was our first order.” The difference between MicksGarage and the majority of businesses is that they actually deliver on their promise.
It’s a sorry indictment on the state of Irish business that one example of good customer service should stand out so much. Irish consumers and businesses are, by and large, forced to navigate an ocean of mediocrity when it comes to customer service. We’ve largely grown accustomed to that level of mediocrity; we put up with it, and that’s allowed businesses to grow complacent when it comes to looking after their customers.
A lot of companies pay lip service to the importance of customer service – but few follow through and actually deliver. Think about it: when was the last time you were really impressed by the level of service you received?
The thing is, if you want to attract and keep customers in an increasingly competitive market, outstanding customer service isn’t a luxury, it’s an absolute imperative. Getting it right demands a strong customer focus at every level of the organisation. That means no matter where you work, or what your job is, ultimately you should have the customer in mind.
The next time I need something for the car, guess where I’ll be going…. Look after your customers, and they’ll come back – and like me, they’ll tell other people to do the same.
