This sure has been a week of getting re-educated about customer service! I have had several opportunities this week to deal with many different customer service opportunities, and by that I mean, unfortunate opportunities. The first happened when calling into a national store to ask if they carried a certain product. The response I received from the employee was, “I’m on my lunch break. Can you call back in a half hour so I can look then?” I didn’t call back, but I found myself in this same store later that evening when I overheard a customer asking an employee where something was located. The response again was, “I’m on my break. Can you find someone else to ask?” WOW, really?! As you can imagine, I decided to stop shopping at this establishment, and their competitor has been more than thankful to receive my new business.
Two days later, I received a call that one of our clients’ email hosting account had been mistakenly canceled by their provider. In an effort to help correct this issue, I quickly got on the phone with customer support and started pleading our client’s case. To my surprise, even though the provider had made a grievous mistake, they were unwilling to budge on correcting the issue. I spoke to several different individuals within the company; and after about an hour of being on hold and passed to a couple different “supervisors,” I finally was able to get in touch with someone I had worked with previously. He immediately admitted to their mistake and jumped through hoops to get our client’s email back up and running, but not before I received a phone call from one of the support “supervisors” telling me that what this person was doing was not allowed and asking for his name and department. Again, WOW, really?! Did I mention that this was in the middle of a multi-million dollar deal for our client? Can you guess what provider I will not be recommending to any of my clients in the future?
As I sat and pondered these and other events of the week, I was reminded of the popular original “Where’s the Beef?” Wendy’s commercial of the 80s, and I couldn’t help but think, “Where’s the Customer Service?” As someone working for a company whose motivation and lifeblood is to provide outstanding customer service, these two stories (and many more like them), cause me to shake my head in disbelief. Call me old fashion, ultra conservative, behind the times, or just plain out of touch with modern business practice — but I firmly believe that customer service is still one of the most important services a company should be delivering.
Here at SolutionWorx, we believe in customer service so much that we stand behind our promise of delivering outstanding customer service by refusing to lock a clients in via fixed term contracts. We believe that it should be because of our customer service and the relationships we build with our clients that they keep coming back month after month and year after year. Many would say, “That is crazy — how can you project the worth of the contract or your company without having fixed term contracts?” To them we would say, “Our worth is not based on our contracts, but on the relationships we build with our clients and our ability to stand behind the promises we make to them.” It is because of this belief and business best practice that many of our clients have been with us since SolutionWorx was founded in 1992.
If you have similar stories about your current Managed Service Provider, we would love to hear from you and would be excited to introduce you to our outstanding team — all of which believe your satisfaction with our service is truly our number one priority!