Regular readers of articles on my business website will know that I often emphasise the need to make things simple for your customers. When you do that, you leave your customers happy, and happy customers are easy to manage. A great example of this idea in practice:
A couple of days ago I rang O'Brien Glass to request a repair to my car's windscreen. The girl on the phone ascertained where I was and what I wanted and then, to my surprise, rang my local branch – while I was still on the phone. She got the manager of the branch on the line and we had a three-way conference call!
This had a couple of obvious benefits. First, it greatly reduced the chance that my request might be misunderstood. Second, it allowed the guy in the store to ask me some salient questions which resulted in him sending the repairer out with a spare windscreen – just in case. As it was, I needed that windscreen.
Had the customer service rep. on the phone not taken this initiative, the repairer would probably have had to make two visits – one to ascertain that I needed a new screen and one to actually bring it. More work for me, for him and for his manager.
As it was, the company, by using this system, made my life simple and, in doing so, made the lives of all their staff more simple as well.
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