Customer service is something we take a great deal of care with in our own carpet and upholstery cleaning business. When out and about I often get feedback about our own customer care; I often hear things like “your girl in the office was very helpful” or “Hannah (the office manager) was terrific and kept me fully informed about the service”.
It was very interesting to me, therefore, to have two very different experiences myself with customer care recently.
The first was a visit to my local 3 store for a problem with my phone. All my emails had been lost and I couldn’t receive any new ones. Disaster!
The first customer care representative I met in the store just told me to put in the email password and all would be well. He didn’t seem the slightest bit interested in whether or not it actually worked. I know I’m not the smartest with these new iPhones but I do know how to put in a password.
In complete contrast, I received brilliant customer care at the Wolseley Hotel in Tullow, Co. Carlow. It was my first time in this hotel and everything about the hotel said “you are welcome here”. I was there to apply Scotchgard protector to the upholstery in one of the bars. Vera on reception could not have been more pleasant and made sure I was comfortable in my surroundings. When I got to the bar to have a meal, the same attitude was very evident with the bar staff. What I really liked was that it wasn’t fake. At one point, I went to the reception desk to have my phone charged and when I came back my jacket was gone. The barman had noticed I had left it unattended and promptly removed it to safety. A little detail like that makes a lot of difference.
Upon leaving the next morning, I got the same friendly treatment from Simona, nothing was too much trouble for her.
I drove out of Tullow thinking “I will definitely come back here”. By the way, the hotel is truly magnificent.
Back to my experience in the 3 phone shop. Fortunately, a second assistant was switched on and came over to help me with my problem. He seemed genuinely interested and took the time to help sort it out.
So service does still matter; it certainly was an eye opener to see the different attitudes towards customer care.
If you need some advice about carpet cleaning, upholstery cleaning, rug cleaning or Scotchgard, our friendly customer care agent Hannah is on hand to help at 018400799 or info@Aqua-dry.com.
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