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, for example, 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. The reason being that I had lost all my emails 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 for work purposes, to apply Scotchgard protector to the upholstery in one of the bars. Vera on reception could not have been more pleasant, doing everything to make sure that I was comfortable in my surroundings.
When I got to the bar to have a meal, this 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 get a charger for my phone and when I came back my jacket was gone. Though a little taken aback at first, I then realised that 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 a bit sharper and came over to help me with my problem. In contrast to the first guy, this young man seemed genuinely interested and took the time to understand the problem.
What a difference his attitude made! He helped me sort everything out and I walked away happy as a clam with my problem taken care of. It certainly was an eye opener to see the different attitudes towards customer care and furthermore, it was a great reminder that good customer service does still matter and makes such a difference to the customer's experience.
Want to read more: Tom's tips for choosing a trustworthy carpet cleaning company - “How do I know I can trust a carpet cleaning company”?