Hey All - this is Lynn Shourds, President & CTO of HEROware. So, this morning I was at Starbucks getting my morning oatmeal and sure enough, while trying to drain the water from the cup, I dumped the entire thing into the trash bin. As ridiculously stupid as I felt, the overwhelming customer service at Starbucks kicked straight into gear and an employee immediately offered me another oatmeal - free of charge.
This got me thinking; is retail the only place where customer service is still King? I say no. Just because a company is not face-to-face with the public doesn't mean customer service can slip. Look at what happened to Sprint when its customer service record went into the tank. They lost business and were consistently ranked as one of the poorest companies to do business with. Since then Sprint CEO, Dan Hesse, has personally taken this task on and put himself in commercials outlining Sprint's new commitment to customer service.
When I think of IT related companies that offer great customer service, one in particular comes to mind; SMB Nation. Harry Brelsford and his team are consistently committed to excellence and are particularly attentive to their customer's needs. Every phone call I have with the SMB Nation team makes me feel as though I'm the most important member of their Tribe...and that always feels good.
In the IT world customer service has to be King. Resellers and end-users need to feel as though they are well taken care of, from the sale, to support, to ongoing maintenance. That's one of the benefits of running HEROware as a small company. We are very nimble and can offer our resellers and end-users uncompromised customer service and support.
Thanks for listening,
Lynn
>check us out at http://www.heroware.com/
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