Great customer service is one of the most important aspects of business. An understatement, or an overstatement? I’m pretty convinced its the former.
A bad experience can you turn you away forever. A good experience can turn you into a fan, instantly.
I just got my car serviced a few days ago by a new mechanic. It’s interesting how they use text messaging for quick communication with clients.
- First text, an appointment reminder the day before
- Second text lets me know they will call soon to discuss repairs and costs
- Third text, tells me my car is ready to be picked up
- Fourth text arrives the day after. A thank you plus a question if I was satisfied. (Reply 1 for satisfied. Reply 2 for somewhat dissatisfied.)
I’m guessing if I replied “2” I would have received a phone call.
A pretty simple approach. And doable for most service based businesses.
What do you think constitutes great customer service? Is this a good system? What other simple customer service approaches have you experienced?