A Customer Service Lesson from the Building Super

I’m sitting home waiting for the super.  If you look at the picture on the right you’ll see why.

Unlike the last super, this one is readily accessible.  He answers the phone at all hours (even last night at 8 when this started as several small leaks).  He arrives on time, and he fixes whatever is broken.

The last super never answered the phone. I always got a machine, and it took hours to get a reply.  Sometimes it took days.  I’m not directly paying the bill, but when there’s a leak, or the toilet won’t stop running, it’s good to know that someone cares about customer service.

Take a few minutes to think about  your company’s service.  Call in from home or your cell.  Pretend to be a customer.  See how you’re treated.  Do you have to wait on hold for a long time?  Are your questions answered?  Are the answers helpful?  What happens when you email a question or a problem?  Does someone answer promptly?  Do you get a canned response or a personal one?

Your customers will feel better (even in a disaster) if you show up, answer the phone, and try to help.  If you solve their problems quickly and effectively, they’ll love you.

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2. The Best Time to Invest in Customer Service
3. What Can A Jar of Jam Tell Us About Customer Service?
4. An Easy Way to Screw Up Customer Service
5. What the IRS Knows About Service (and The Gap Doesn’t)