Contact UsSleep Country and Sears Canada are two retail businesses making good in Canada. Both are in highly competitive and saturated industries, but have stood out from the crowd. How? Through customer service.
As ironic as it may sound, it’s no longer so much about the product you are offering as the service you are giving along with it. When customers praise Sleep Country, they note the company’s prompt delivery, and friendliness and efficiency of the deliverymen… not the comfort of the mattress or the affordable prices. It makes total sense if you think about it – with so many companies competing, it’s the convenience and overall satisfaction that helps a customer discern among dozens of seemingly identical products.
Sears Canada, on the other hand, provides a 24-hour telephone shopping and internet shopping to make their products always available. Aside from this, they allow you to refund your items, no questions asked. Couple that with a 3-day delivery time to any part in Canada, and you’ve got your company sold.
It is clear from the experience of both these business that customers care a great deal about customer service. As such, this is something that businesses, both small and large, must consider above anything else.
Source:
http://sbinfocanada.about.com/cs/marketing/a/custservretail.htm
Feb 24 10
5:39 am
Oh yeah..hands down on this one. Impressive customer service is the key to success in any business. You may have the most affordable merchandise or whatever, but as soon as a client walks in the establishment and is treated without consideration or worse, ignored, that business will surely collapse. Making this potential customer search other businesses instead to handle his/her needs with utmost satisfaction. What a lot of businesses seem to take for granted is appealing to one’s emotional well being. A business may seem too cerebral but most negotiations are successfully achieved by appealing to one’s emotions. Every human being needs to know they are important and not judged by the amount of cash they’re packing.