Over the 20 plus years we have been in business what stands out as a critical component to maintaining a successful company is the quality of the customer service. Much of our new business comes from customer referral, our current customers know we get the job done so they’re happy to recommend us to their friends and colleagues.
So what’s the secret to our high referral rate? Well, the proof is in the pudding as they say. We always strive to deliver a personable, friendly, and understandable environment to our customers. Positive feedback from customers is a highlight of our day, and an added bonus to owning a small business. When a customer takes the time out of their day to send an email praising one of our techs for their knowledge and positive attitude it always puts a big smile on our faces, especially since many service calls are regarding something not working.
This “service with a smile” goes hand in hand with our mission to provide customized solutions to our customers. While many companies lean more toward a “one size fits all approach” we pride ourselves on being able to match the specific needs of each of our diverse clients. Small and medium sized businesses especially have a wide variety of technology needs, and we really feel that a friendly face sitting across the table listening to their specific needs and challenges makes all the difference in transforming a prospect into a customer.
To that end, here are our four customer service mantras.
- Being proactive: We strive to get that quote, that proposal, that bit of needed information to the customer before they have to reach out to us.
- Making personal connections: In this day of unbelievable technology, it is very easy to rely on email, texting, or forms of social media to communicate. We understand that all of these venues are necessary, and even preferable at times. However, we don’t want to be a phantom company at the end of an email. We still value that good old-fashioned human interaction.
- Working the ears and resting the mouth: When you have an issue we want to be like Lucy in that old Peanuts cartoon, and listen. Rather than anticipate your concerns, we’d rather listen fully and then look for a solution to the problem.
- Practicing our guiding principle: We want to put ourselves in your chair and treat you the way we would want to be treated. You are choosing to give us your business, and that is a choice we don’t take lightly. To us, service with a smile is more than just a marketing phrase, it’s our commitment.