Tag Archives: Customer Service

Choosing a service provider for you home or business

As a homeowner, it is very common to find yourself in need of a service provider to perform tasks that you don’t have the time or skill to do yourself.  Whether you are in search of a painter, plumber or even someone to hang your Christmas lights, finding someone to perform the needed service at the time and cost that you need can be a daunting task.

Recently, I was looking for a painter, as well as someone to clean out our fireplace.  For the painting job, I had two different companies come out to give me a quote.  The men who arrived were vastly different from one another.  The first could best be described asbusiness, composition, creativity “old school.”  He was an older gentleman who used paper, pen and a calculator to jot down the measurements in the kitchen.  He was obviously not trying to sell me anything, simply took down the information he needed and gave me just the facts regarding the job at hand.  He told me he would email the quote as he got everything calculated.  The second man was a born salesman.  He played with my son, made jokes and told me all about the charitable work his company does.  He used an iPad to take down the information and was able to give me a quote right after he plugged in the calculations.  Verdict?  I actually preferred the first guy.  His quote ended up being significantly less than the second guy and I appreciated that he a no-nonsense sort of person.  While I enjoyed speaking with the second guy, I was not looking for a friend; I just needed someone who could come in and get the job done quickly, and do it well.  It was a bonus that he would cost less, although as you’ll find from my fireplace search, this is not the most important factor.

When we turned on our gas fireplace this year, we were disappointed to find that there were no flames.  While my husband is capable of doing many things around the house, bioethanol burner, burner, ecofriendlydealing with a gas line is not one we were willing to risk messing up.  I called around to several different service locations and was able to speak with three people from whom I got quotes.  Each place quoted a different amount, and while my initial tendency was to go with the cheapest option, after speaking to the man at the most expensive place, I decided that was going to be our best bet, and here’s why:  the two cheaper places simply gave me numbers; I asked for how much it would cost, they found out where I lived and gave me a quote.  However, the third guy took a little more time to assess the situation.  He asked what kind of fireplace we had and some more questions about how it operated.  He listened to the problem we were having and gave some suggestions as to how we could fix it on our own.  When I explained that my husband had been working on it and I was just making the phone calls, he gave me his name and offered to walk my husband through some troubleshooting tips over the phone when we had time.  So when it came time to choose which company we wanted to use, we obviously felt that the third company, while more expensive, would take the time to make sure we were completely satisfied and we were confident that the work they did would be solid.  It was worth it to shell out a few extra bucks, because in return we were receiving peace of mind that the job would be done right.

Companies like this fireplace company, as well as Royal Services, never claim to be the cheapest.  But they stand behind their extra cost, offering you the added service of contact with a human being who will go above and beyond to ensure you are satisfied with the service you receive.

Have you experienced a company who has gone above and beyond, and have you been willing to pay more it?  Tell us about it in the comments below!


Mistakes are inevitable, so how do you handle them?

Life happens. Despite the best laid plans, hours of preparation, and having the best there is on the case, life always manages to throw curve balls our way. If adequate preparation has been done, and high quality back up plans are in place, we are often able to overcome the smaller issues. However, there are those days when things do not go correctly, and it seems that everything you touch goes from bad to worse. These are the moments in which our character is truly revealed.


Unfortunately, as soon as some people experience a couple of challenging situations, they psychologically convince themselves that they cannot turn things around, and they start flying the white flag. There are others who continue striving to find a solution while blaming everyone else for the problem, and cursing about how it’s always them that has all the bad luck. Then there are those special people who despite the hurdles they face, they own the task at hand and do what is needed to get to where they need to be.

Today, we are going to look at some ways in which businesses rely on their employees to go above and beyond the call of duty to overcome issues that stand in their way. No matter what industry you are involved in, mistakes are inevitable, so you might as well embrace them and turn them into something positive!

Apologize – Show that you care about what happened and let those involved know that sorryyou are sorry for what happened.

Communication – When things aren’t going well, it’s definitely time to share the problem, rather than burying your head in the sand. There is often the feeling of failure and the fear that you are going to be dressed down for the way that you handled things, but if you are up front and honest it often diffuses the situation and makes others aware that you are in need of support. It is also a great way to develop trust in a relationship as you are not trying to hide things. A recent example of this was when a service provider was due to call me but completely forgot. Instead of creating some bogus story he immediately apologized, took responsibility, and said that he had just forgotten. You might not think that this is a great way to grow your business, but the honesty and this genuine approach sold me on what a relationship would look like with this company.

Owning it – We have all been there. As a kid you were sat in a classroom and the class clown decides that now is a good time to play a prank. The teacher is upset and demands that the perpetrator make themselves known. They keep quiet and the entire class is punished for one person’s misbehavior. Immaturity frequently plays a part in the behavior of people in these situations, but the culprit is almost guaranteed to be found out. Frequently it’s due to one of their peers sharing the information with the teacher as they are not prepared to suffer the consequences of someone else’s poor decision. When this information surfaces, the child in question is now likely to be reprimanded in a greater way than before for the time they wasted. Admit that you made the mistake before someone comes to you knowing that you are responsible.

Approach – Most people see making mistakes as a big negative that should be avoided at all costs. However, this frequently isn’t the case, as most mistakes are just small steps along a bigger journey and in the end they are essentially irrelevant. Everest is the world’s highest peak and many people over time have attempted to make it to the summit. In total, 29,029 feet above sea level in the Himalayas. More than 290 people have lost their life while attempting to scale Everest. There was obviously the challenge involved in the climb, the reward of becoming one of the few to make it to the summit, the journey and obstacles along the way, the dedication and determination involved in preparing for the climb, and the opportunity to prove people wrong who doubted your abilities. These 290+ people all had their reasons, and going into the adventure knew that there was a huge amount of risk involved. However, they went for it in search of the great reward. Even though Everest took their life, I believe many of these courageous adventurers wouldn’t view this as a mistake as they died doing something that they were truly passionate about.

Progress – If you are afraid of making mistakes, then the chances are you won’t get out of your comfort zone, and your life and/ or career will become stagnant. Most of the most famous and successful people of all time are those who took risks, made huge mistakes, but took the knowledge gained from them to catapult them to success.

Keep things in perspective – It can be difficult to maintain a sense of perspective when perspectiveyou’re upset with yourself, but try to make sure your emotional response is proportional to the mistake that you made. Making an error at work typically is not a life-or-death situation, unless you are a surgeon, a Nascar driver, or a pilot, and most mistakes can be resolved quickly. So you forgot to include an attachment, you accidentally included someone on an email that shouldn’t have been there , you were late for a presentation, or included a typo in an important report. You’re still alive. No one was mortally wounded. On the freeway of life, this is a parking ticket, not a multiple car pile-up.

Create a safety net/ build up credit – The best way to earn people’s trust and admiration is to consistently deliver great work and go above and beyond what is expected. Do this, and occasional bouts of forgetfulness or slip-ups here and there are likely to be quickly forgiven and forgotten.

Learn – one of the most important pieces involved in this whole process. Reflect on what you did, or did not do, and look for ways in which you can prevent, or significantly reduce the chance of this happening again in the future. Look at lessons learned, learnalternative strategies, and how you can turn something negative into something extremely positive.

The best way to earn people’s trust and admiration is to consistently deliver great work. Period. Do that, and occasional bouts of forgetfulness or slip-ups here and there are likely to be quickly forgiven—and forgotten.

Make up for it – We can all say that we are sorry and regret making the mistake, but the key way to bounce back is to make up for it with your actions. Were you the one who forgot to add a crucial document that lead to your company losing a business opportunity? Were you responsible for failing to complete your part of a group project on time? Was it your poor follow up and lack of communication that lost your company a client? In this day and age, these things happen all the time. They are part and parcel of today’s world, and unfortunately no one is immune to them. If you are the one that drops the ball, this is a great opportunity to strengthen the relationship by going above and beyond to wow the other people involved. If you are involved in losing

If you ask most people to think back in their life about mistakes that they made, most people will give you an answer about something that they didn’t do, rather than an issue that arose from something that they did do. This fear and worry is something that controls so many people’s emotions and unfortunately can prevent them from truly making the most of the opportunities that are available to them.

The next time you have worries about making a mistake, step back and think about what the worst thing that could happen is. Often it’s nothing like as bad as you initially thought! Go for it, take that chance, try that new idea at work, share that business idea with your colleagues and as the famous Nike slogan goes, “Just Do It”. If it does turn out to be a mistake with some negative aspects, follow the ideas above and turn it into something positive. Embrace risk and mistakes and see them as opportunities that will help you to progress.

Bonus tip: When you next find yourself in a job interview and are asked about examples of great things that you have done. It definitely wouldn’t be a bad thing to discuss something negative that you managed to turn around with your diligence and problem solving capabilities.

Until next time Expect The Exceptional in everything that you do.

Why is customer service disappearing?

Subscribers of this blog will know that one of my pet peeves is the fact that customer service seems to have been slowing in performance over the past decade. Today we are going to take a look at some factors that have led to this demise.

  1. Automation/ technology – In an ever increasing number of locations, your entire applebees tabletexperience can now happen without you actually interacting with a fellow human being. You can perform self-checkout at several stores including Walmart and Target, just make sure you place your goods in the bagging area after scanning them! You can also go out to a restaurant for dinner and have the whole process, apart from the delivery of your food and drinks, handled by a computer.
  2. Poor communication skills – This can be due to poor training and also due to the current society that we find ourselves in. It’s a sorry state of affairs, but humans family-on-phonesdon’t communicate as much as they used to, at least not using their voices. Think about the last time you went to the airport, how many people were engaging with fellow travelers? Probably not very many. How many were instead glued to their screens? More than likely the majority. Next time you are out and about, check your surroundings and look at the ratio of people on their phone to those not on their phone. In most circumstances this is typically a 2:1 ratio, and is frequently higher in some industries.
  3. Greedy business owners – Owners who decide that they are going to squeeze every sleazy car salespossible penny out of their business, take shortcuts and only focus on the short term. They don’t take care of their customers, they don’t return calls, they aren’t receptive to feedback, yet for some strange reason they believe that new replacement customers will immediately come flocking to them. Many owners will also completely eradicate their customer service department which never ends well.
  4. Entitlement – Many people now expect things to be given to them without the need tipsto earn it. We recently went out for dinner with my parents and had to ask the manager to provide us with a new server as instead of helping us, our original server was stood close to our table counting his tips. In many places, the lack of service is clearly noticeable as employees now expect to receive gratuity regardless of the level of service that they provide.
  5. Laziness – Some people just aren’t cut out to be customer service representatives, and that’s ok. However, those that are placed in these positions have to spend the bored employeenecessary time taking care of their customers. On our recent vacation, my husband asked the lady at the guest services desk a question and she just provided him with a very generic answer, and didn’t even take the time to look at all of the resources that were literally right in front of her face. This occurred at 6:30am, and it was clear that this employee was checked out and was not going to raise a finger for the rest of her shift. The member of staff replacing her was the complete opposite and went out of her way to help. Both had the information available to them, one just didn’t want to help because it was an inconvenience to them.
  6. Poor company cultureWhat kind of culture is in place at your current bigstock-Group-of-Diverse-Hands-Togethe-109645244.jpgworkplace? Is it customercentric, or is it profit based? Is the focus on integrity and doing the right thing, or is it on maximizing revenue and hoping that everything else works out? If customer service isn’t demanded, and a service based culture isn’t in place, it will be very hard for you to provide your customers with the service they crave. I am a big believer that this starts at the top of every organization.
  7. Competition – You would think that competition would actually force people to up their game, but it frequently has the opposite effect. Take, for example, two basketballcompeting companies. If they want to increase their bottom line, they can increase revenue and/or reduce expenses. Instead of innovative solutions to grow their revenue, the easy option is to lay employees off and take shortcuts when possible. Customer service representatives are canned, and new salesmen on commission only compensation packages are brought in by the dozen.
  8. Outsourcing – The car dealership that I used to visit for services, outsourced their scheduling department. Now, instead of making a phone call to the dealership in Merriam, KS, you contact a huge call center in Dallas, TX. You speak to someone who has no idea who you are, and frequently doesn’t even know anything about the dealership. The next problem is that you arrive at your appointment and they have no idea about the appointment, the special that you discussed on the phone isn’t actually available, and sometimes they don’t even have you in the system. It’s very difficult to satisfy your customers when your “staff” are on different wavelengths.
  9. Overseas help desks/ call centers – This can make things extremely difficult for the customer as there are often language barriers, cultural differences, and the person on the other end of the phone frequently has no interest or understanding of the client that they are representing. They are just going through the motions until the customer decides to end the call. The customer service representative often isn’t trained to problem solve, and instead just tries to diffuse the situation.

What are some other reasons that you believe have had a negative impact on customer service levels in recent years? We would love to hear your thoughts, and are also keen to hear of any great examples of customer service that you have experienced! Please share your comments below.


The right thing or the easy thing?

Do your employees always look to do the right thing, or do they look to do the easy thing? This past weekend we visited Nashville, TN to watch the Tottenham Hotspur game at the spurs logoNissan Stadium, as well as squeezing in a couple of site visits and meetings with clients for my husband’s business. It turned out that this was tax free weekend in TN so the resort that we stayed at had very limited availability when we booked it a couple of months ago. Due to the high number of visitors, we actually had to make three different reservations, one for the first night, one for the second night, and then a third for the remaining three nights. This would have meant 3 room changes during the course of our stay, which normally wouldn’t be a problem and would provide us with a clean condo each time, but when there are two young boys in the mix, as well as the fact that I am 6 months pregnant and it’s almost 100 degrees outside, remaining in the same room was much more appealing. When we arrived I asked the gentleman at check in if it was possible to stay in the same room for the duration of the stay, even if it meant having a slightly smaller unit. He took a very quick glance and informed me that there was no way that anything could be done as there were three different kinds of rooms involved with the reservation.

The following morning my husband went down to the front desk and asked again if anything could be done. The employee responded without even looking at the computer system and informed my husband that there was nothing that could be changed as they were very busy, and we should expect our new room to be available at 4pm. This makes life extremely difficult when you have to be out of your current unit by 10am and have 2 young children who are going to need naps, as well as refrigerated and frozen food which is going to be homeless for 6 hours.

This employee then left as her shift had come to an end. My husband went up to the desk and asked the newly arrived employee about the situation, and the response was completely different. Stacey checked the reservation system and noticed that the room that we were due to move into was a 2 bedroom lock-off which actually included the room that we were currently in, so there was actually no need to move anything! We would just open up the door between the two rooms and have double the space for that day! She also saw that the last reservation was actually the second half of the lock off by itself, so again no need to move a thing. My husband returned to the room with a cup of tea for me and the news that we had the comfort of remaining in the same unit for the duration of our trip.  Music to my ears!

If he had not asked the newly arrived employee, we would have gone through all of the hassle of packing up our belongings, our food spoiling, and our boys going without a nap, bored employeeonly to find that there was no need to move in the first place. This was a very simple thing but the first two employees just didn’t take the time to look into the situation, instead deciding to share canned responses with us. The second employee was about to end her shift, and sat with her jacket on and her bag on her back for 30 minutes before the clock struck 7am. She had no interest whatsoever in helping guests, she was just passing the buck with minimal effort until she could get out of the door.

The third employee thankfully had a focus on customer service, and wanted to do whatever she could to make our experience enjoyable. In the end, she actually didn’t have to change anything, as we had already been assigned connected rooms which meant there was no need to move. However, she took the time and effort to investigate the situation, and made our whole experience much more enjoyable.

In your position at your work, do you do what it takes to get the job done the right way, or do you just do enough to squeeze by and get to clocking off time? Do you have employees who are engaged enough that they will do whatever is needed to make the customer experience a special one? Or do you have employees who do the absolute minimum, and spend the last 30 minutes of their shift looking at the clock with their bag packed and ready to go, as many of us did back in school during the last hour of the day? How do you train this quality? Can it be trained? How do you develop a culture of providing impeccable service? What drives you to do the right thing, regardless of how long it takes, or the obstacles that might be in your way? We are eager to hear your thoughts on this, as well as examples where you have had similar experiences. Until next week stay safe, and expect the exceptional in everything that you do.


Examples of incredible customer service

While traveling in England recently we experienced some great customer service that I wanted to share with you here.  Hopefully these, along with the examples from last week, will give you some inspiration for your own business!

Carillon – In Loughborough, where my husband is from, there is a famous Carillon bell tower, which serves as a memorial to fallen soldiers in the two World Wars.  The Carillon Image result for loughborough carillonalso serves as a museum with artifacts from the war.  When we visited this historic location, the gentlemen who volunteer at the museum went out of their way to share as much as possible about the monument with us. They were very passionate and one suggested that we visit the local Charnwood Museum where he also worked. He was extremely passionate about his job and clearly had a love for the history of the building that he was working in.

Plane ride – The flight attendant assigned to our area immediately made a connection with our son who shares a name with her. She took a shine to our two boys and sporadically entertained them throughout our eight-hour Trans-Atlantic flight. Not only did this make our two sons happy, it made the flight much more enjoyable for the two of us, and also put a smile on all of the passengers around us who could clearly see that this young lady was in the right business as she was clearly a people person and was focused on making people happy.

Train to Exeter – we took a train into Exeter during one leg of our trip and the conductor went out of his way to find the best value ticket available for the trip that we were making. This gentleman could easily have just given us the tickets that we had asked for Image result for train to exeter from londonbut instead he chose to find the best value solution for us given the routes that we wanted to take.

Plane on way back –  Ross, our flight attendant on the way back was just as wonderful as the one on the way there.  The lady in front of us had a dietary requirement that had been missed when she booked her ticket through her travel agent. Ross could easily have said tough luck and that he couldn’t do anything. However, instead of taking the easy option, he managed to create a meal for her from leftover meals. He then took things one step further and collected the passenger’s information so that he could pass it onto his colleagues and make sure that she receives the correct meal on her return flight.  He also ensured that we were able to get an open row for my husband and one of the boys, which made the flight much more enjoyable than if the four of us were crammed in one row!

The theme of all of these experiences is clear: it’s important to go above and beyond when you are in a customer service position.  It does not go unnoticed and it creates customers for life!



When it comes to customer service, these guys are winning.


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, theyImage result for cable television 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, andstate-farm-logo 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 Image result for cantina laredo branson modecided that this would be 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.


Is customer service going out of style?

I would like to start this blog with an apology.  It seems that many of these blogs involve me complaining about one thing or another, typically customer service situations.  But in my defense, I think that customer service is going downhill and that needs to be addressed.  So here I am, back again with yet another story about poor service, but hopefully it will have a positive outcome and inspire you to step it up in your own business!

I wrote in a previous blog about my best friend’s passing in September.  Lindsay had ovarian cancer, and her family is really working hard to help the Vicki Welsh Fund get the message out there about this horrible disease.  This weekend, they are throwing out the first pitch at a softball game that is being held in honor of Lindsay to raise awareness for lINDSAY2 black
ovarian cancer.  What a great cause!  They decided they would like to have shirts made for the game, so at a moment when my creative juices were flowing, I designed a shirt and reached out to a few printing companies to see what could be done to make my design a reality.  I sent detailed messages, explaining what the shirts were for, when I would need them, approximately how many I would need and I also attached pictures of my design so they would know what they were working with.  Seeing as these are locally owned businesses, I was fully expecting out of this world customer service, because small businesses cannot typically afford to offer any less.  However, I was unpleasantly surprised with what actually happened.  I sent my first emails 10 days before I would need the shirts, knowing this would give everyone plenty of time to complete the project.  However, FIVE days later I was shocked to find myself following up with all three companies as none of them had given me a quote yet.  One of them responded right away with “$25.00.”  That was literally the only thing in the email body; no salutation, no apology for taking so long.  Just numbers.  In my mind, I immediately crossed this company off the list, vowing that even if the others were more expensive I would not give this company my business.  The next company emailed back with “Send me your artwork, we can get those made this week.”  Ok, that’s nice, but you still haven’t told me how much it will cost!  So I responded, AGAIN asking for a quote and waited for the response.  It did not come for two more days.  This was three days before I needed the shirts done; could they even make them in that short of a time?  I’ll never know, because I gave that company the boot as well.  The company I ended up using was the lesser of three evils, which as you’ve seen is not saying much.  In their favor, they did send a nice email apologizing for taking so long and included a quote for the shirts.  I collected orders from Lindsay’s family members and sent them right over to the shirt company.  I was hoping for confirmation that the order had been received, as we were working on a pretty tight deadline at this point, but of course that didn’t come, even after I sent a friendly text checking in.  When I did finally get an email, it was all irritating news: 1. When she originally quoted the shirts, she did not include the artwork on the sleeve that was IN PLAIN SIGHT in the picture I sent her.  Ok, no big deal.  I moved that artwork to the back, keeping us at the same cost.  2. There will be an extra $40 setup charge for any order with less than 24 items.  So when I told her we would need 20 shirts, why didn’t she include the $40 in the quote? 3.  I would need to convert the artwork to PDF, otherwise there will be an extra $20 charge.  $20 to convert to PDF?  That is outrageous.  Luckily, I have the capability to do so, and therefore avoided that charge.  In my final email to her, getting her all of the information she needed to complete the order, I asked for a final total after tax so I could let everyone know before the game on Saturday.  I’m still waiting for that response.

Image result for someecards customer service

Who knew that having t-shirts made could be such an ordeal?  Hopefully I will be able to find a quality company to use for the next time we need to do something like this.  But in the meantime, I hope this little story will remind you of how important customer service is!  Just because you are corresponding through email does not mean you should not use full sentences.  Be polite and show your customer that you care.  Also, remember to respond!  We all get busy and sometimes forget, but if you own a business, you can’t afford to lose customers.  Respond in a timely fashion if you want their business.  Finally, before you send the email, read through all of your correspondence and make sure all of their questions have been answered.  This will save time and allow you to move on to other pressing matters that need your attention.