Customer Service is… NOT Dead!
Believe it or not, customer service is not dead! At least not here in the land of Dapper Snappers kids belts. I have always been a firm believer that customer service can make or break a small company.
What made me think of this was a comment on our Facebook page this morning (YAY! I love our customers!):
I know, I know there are all of these big companies out there that continue to get bigger and richer all the while losing the customer service aspect, but that’s not us. I’m pretty sure that no matter how big we get, our customers (whether they are retail stores or individuals) will always be number one for us.
You would think that we should be able to look up to bigger companies as an example, but on a recent trip to Target, I realized that might not be the case. A friend had bought Super Dude a new outfit as a gift only it was too small, so we had to return it. The teller at Target explained that she couldn’t return it without a receipt. I proceeded to explain to her that it was a gift and the gracious giver had not provided me with a receipt. She replied, “I’m sorry, I have to have a receipt.” Now the outfit we were returning had all of the original tags and totaled (with tax) $17.57, so it’s not like I had slipped an iPod under my coat and was now trying to return it. I will say that eventually (after about 5 minutes), she said “Well, I can’t give you cash, I’d have to put it on a gift card.” Um… ok, why didn’t you say that in the first place? I’m fine with a gift card.In fact, if you would have said that to start with, we could have bypassed this whole conversation!
Now, Kohls on the other hand, has always had amazing customer service. I don’t think I could think of a complaint. I have also heard nothing but great things about Zappos. I’m pretty sure that they are known for their customer service. In fact, when I typed the words “customer service” into a Google image search, Zappos’ logo popped up.
I expect all of you to hold me accountable to this, so if you ever call or email or fax or send a telegraph or Morse code and we don’t respond promptly, please let me know!