Consolidated Communications – Our local cable company here in Overland Park, Kansas. These guys provide incredible customer service, are very receptive to feedback, have lightning fast response times, and deliver a very high quality product. Also, they have great promotions for new and existing customers, and go above and beyond to make your experience as positive as possible. This is especially nice as this is an industry in which I have experienced some very poor companies over the years, and am so happy to be with Consolidated.
ADP – We started using ADP to run our small business monthly payroll back in April 2010 and have been very impressed with them ever since. The customer service and portal are incredible, but the thing that I really appreciate is that they were able to customize a program to meet the needs of our small corporation. They are a huge organization, but they treat me uniquely, and go out of their way to make sure that we are taken care of and not boxed into using something that doesn’t meet our needs.
Sprint – These are one of the biggest employers in our community, and I have many friends that work there. Supporting a local company definitely plays a part in my decision, but the most important items are the exceptional customer service, great coverage which is constantly improving, and flexibility with services and pricing to meet my family’s needs. There is the ability to own or lease phones, great programs such as I-Phones for life, and they are constantly releasing new concepts.
Amazon – I am always amazed that a company of this size, with such a large number of employees, manages to offer amazing customer service each and every time I need it. When something goes wrong with an order (which is rare), they always take care of the issue and go above and beyond to make it right, even if it was not their fault.
Southwest Airlines – Very few changes to flights means more convenience for travelers, lots of direct flights, great rewards program with Rapid Rewards, bags travel for free, Transfarency with no hidden costs, but most importantly is the company culture and the incredible employees who make flying with SWA such an enjoyable experience. Personally, I really appreciate the transparency with things and the flexibility that they provide to their passengers. Last month, I had a flight booked with SWA but when I went online I was able to find the flight at a lower cost. There was no charge to cancel and rebook, and the refund hit my account within 24 hours. These guys put the customer first in every decision that they make.
My Doctor – This obviously is a huge decision in everyone’s life. I am so lucky to have such an incredible medical professional who listens and treats me as an individual, takes the time to make sure that my needs have been met, displays an incredible knowledge of her content, and shows genuine interest, rather than just doing what a textbook tells her to. She is extremely compassionate and has a great bedside manner which makes me feel very comfortable when visiting her. I occasionally have to wait a little longer than expected, but I know this is because she is giving all of her attention to the patient she is with, and I can expect the same when I am in her office.
State Farm – my family do a lot of business with State Farm including auto insurance, home insurance, personal property, life insurance, 529 college savings funds, and personal retirement accounts. We have been with the same insurance agent for the past 4 years as he is reliable, honest, trustworthy, knowledgeable, dependable and always there when we need him. However, the thing that sold us on the front end was the fact that instead of just throwing a policy at us to make a quick buck, he took the time to get to know us, asked questions about our dreams and aspirations, and customized a program that would meet our needs and allow us to achieve our financial and personal goals.
Real estate agent – We found our Realtor by chance as we visited an open house, but her low pressure approach, knowledge, and outgoing personality made it an easy decision for us. She was able to get asking price for our place as well as negotiating on our behalf for our new home. She was always there for us during the process, which was especially helpful for myself, as I was the primary decision maker. The thing that has really impressed us with Megan is that she was not just after the sale, but was, and is still keen to develop a long lasting relationship. Almost 3 years after purchasing our home, we still receive a newsletter and fun gift frequently, and now socialize with Megan and her family when our schedules allow!
Cantina Laredo – My husband and I stumbled across this little slice of heaven while in Branson, MO, celebrating my birthday. After quickly reading some online reviews, I decided that this would be a perfect venue for our family to celebrate this special day. From the moment we walked in we were taken care of by every member of the team. Eli, our sever, was spectacular. His knowledge and tenacity, combined with his outgoing personality and sense of humor created the perfect atmosphere for this occasion. Definitely worth a visit if you are ever in the area and hungry for some excellent Mexican cuisine!
Go through each of the qualities listed above and see how many of them you and your company are currently doing, you might surprise yourself! Qualities such as being knowledgeable, diligent, trustworthy, honest, and understanding have allowed Royal Services to evolve into one of the nation’s leading facility maintenance companies, and we hope that these ideas will help you take your company to the next level.
Make sure you and your team are not only attracting new customers, but also retaining those that you already have. New customer acquisition is much more expensive and much less enjoyable than taking care of your existing clients.