customer service

Recommendation Tuesday – truLOCAL

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Hello My Imaginary Friends,

After having some terrible luck with a certain company, we decided to look for other options.

If you’re in Ontario you might have seen the ads on facebook and other social media for truLOCAL. Unlike other companies where you have to buy a year’s worth of meat at once, truLOCAL is a subscription box that comes to your home on your schedule.

You can do every 2, 3, 4, or 6 weeks and they have 2 different sizes of box.

You decide what you want. Each box has a certain number of points and you select meat that has a number assigned. A package of two chicken breast is 2 points and so is a single fillet minion steak. Before every delivery you can go online and change what you want and try new things.

The meat is fantastic and the service is amazing. We commented that we had less chicken in one box and they made sure we had extra in the next delivery. They answer almost all questions asked on social media and are always friendly and polite.

I highly recommend this service!

Later Days,

Éric

Éric’s 5 Rules of Customer Service

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I had a particularly bad experience this past week with a company that obviously didn’t care about their customers.

I’ve worked in customer service in one way or another since I was sixteen and nothing pisses me off more than bad customer service. My current jobs are all about customer service. A repeat customer is essential to building a small business or even, as an author, a readership.

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5. Don’t complain about customers to other customers

If you can’t be trusted to not badmouth your customers, than there’s no reason for your customers to trust you. It has nothing to do with the person your badmouthing and everything to do with the trust you will lose from the customer you’re complaining to.

4. It’s okay to make mistakes / Never blame the customer

If you made a mistake, people will understand that you’re not a machine. Just apologize and if warranted make amends. Make sure you don’t make the same mistake twice and above all else, NEVER blame the customer.

3. Treat everyone equally

This shouldn’t be an issue anymore but for some reason racism, sexism, ageism, and classism all seem to still influence our perspective on clients. Don’t judge someone based on what they look like, it’s stupid. Keep an open mind and treat all clients like they are important.

2. A customer wants to feel important

When I walk into a store or go online etc. I want to feel like someone cares if I buy something. That could be a small thing like someone asking if I need help. When you’re dealing with a customer make them feel like they’re important and they’ll want to buy something.

1. Fulfill your promise

When you work in customer service you are making a promise to do what you say you do. If you work retail, you should know what you’re selling. If you are offering a service, you complete that service.

This is more than just the product and the pitch, you have to do all the fiddly bits right too. If you make an appointment, be there on time. If you say you’ll do something, do it.

You could have the greatest product in the world, but if you act incompetently it will reflect poorly on you and your product.

If you liked this list, you should read Éric’s 5 Rules for Being Professional

Compliments for American Standard

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Hello My Imaginary Friends,

It’s easy to get angry and righteous when things don’t work, but sometimes it’s important to recognize when things go well.

When we moved into our new home, three years ago now, I really wanted a proper tap and so we bought this one.

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Isn’t it pretty? It from a company called American Standard.

Unfortunately it broke a few months ago. Two weeks ago I decided to try and fix it. After about twenty minutes, I realized that I had no idea how to fix it so I called the company.

I was hoping they’d walk me through the repairs. Instead the extremely friendly person on the other side of the line told me it was broken and they’d send me a new one. All I had to do was send proof of purchase and my address.

Less then a week later we received our new tap. Here’s the email I sent to them.

Hello,

Two weeks ago I contacted your telephone help line and spoke with Shannon.

I was impressed by both her professionalism and friendliness. She was able to help me quickly and knew exactly what was needed.

I needed a replacement, which was sent promptly.

This message is to thank you for the excellent customer service and I look forward to buying more American Standard Products.

Once again thank you,
Éric Desmarais

Later days,

Éric