The Customer You Serve Excellently Has A Reason To Stay - Deepstash

The Customer You Serve Excellently Has A Reason To Stay

No surprises, I am a valuable customer of the brand, and they are called Solopress. I have since placed an additional order, shared my experience with other potential customers and recommended their services to others too.

All these have been possible because of the drive for excellence and customer satisfaction from the company, and I am thankful to have experienced this as a customer.

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I recently ordered a roll-up banner for an exhibition show and it arrived with a very slight dent on the fabric. I rang the company and was very surprised what I learnt from the experience. Something for all businesses to learn.

💡 Quality and Excellence

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MORE IDEAS FROM How to WOW customers with Excellence

Customer Delight Makes A Huge Difference

In a world where customer experience has become a trending topic, a lot of brands are still behind in the excellence they ought to deliver through their services.

And here is that reminder - it is no longer just about a great product anymore.

One of the ways to deliver exceptional services is to delight a customer, by surprising them with an unexpected gesture.

In my recent experience with Solopress, they sent me a replacement roll-up banner costing £50, due to a very minor and barely noticeable defect on my original order.

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From a sales numbers perspective, one could argue that sending a replacement order to me is a business loss. That may be true but not entirely.

When the replacement order was communicated to me, I was informed it would be delivered next day. This is a premium the brand would have to bear and I could see they were doing all they could to deliver excellence.

Also, I was told to keep the original order and keep it as a spare. Wow! 2 roll-up banners for the price of 1. Of course I was excited.

Clearly the company valued their customer over the cost of the item.

Is this the same in your business?

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Taking a step back to the moment I realised there was a minor dent on the banner, I deliberated ringing the company to complain.

Finally I did, with a simple expectation of getting an apology or something. And to be honest, that would have been fine by me.

One thing I really appreciated was the ease of contacting the company and reporting my complaint. I dialled the number on the website, someone picked up and they were ready to listen to address my complaint.

Within 2 minutes, the friendly lady had ordered a replacement order on my behalf.

How easy can your customers reach you? Think about it!

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RELATED IDEA

Types of excellence

Excellence is worth pursuing more than money or status. However, the idea of excellence holds a subtle distinction.

  • Excellence can be considered as a universal standard. To get 99% is more excellent than 90%. We line up everything and measure them against a common yardstick.
  • Excellence can be thought of as a niche. The whale isn't better than a butterfly in a meaningful way. They need to follow different strategies to survive.

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Just get the work done

In a constant pursuit to get work done, much of our work is focused on output and measured in terms of quantity. 

In our endeavor to maximize our output, we turn everything into a joyless activity to be finished as soon as possible. Everything seems rushed, mediocre and uninspired.

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Measuring the quality of customer service

Customer satisfaction and customer service quality are not the same things.

A smiley face in your post-service feedback survey does not mean you gave your customers great service. They might love the product and consider the service okay enough. Or they might be happy with the answer, not knowing that the answer was incomplete or out of date.

Many customer service teams rely on CSAT and NPS surveys to judge their performances. However, it is critical to understand the difference between the two to measure the quality of the service experience.

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