Customer service is one of the main reasons someone returns to a store or business more than once. Good customer service is often difficult to find. I thought I’d share this recent experience combining the worst and the best and the difference it has made.
While making lasagna for dinner, our Teka oven stopped working. Fortunately, my neighbor is an electrician. After a little investigation, it was decided that the problem was the oven setting switch. We found that aside from a couple of heating elements and a light bulb, there was actually little else other than the switch that could have failed.
The internet is a wonderful thing. Armed with the model number, within 10 minutes I had the part number of the switch in question and a potential supplier. The bad news was that there was an expected delivery time of 20 days for the item. Sure I was going to wait a long time for my lasagna.
The next day I found an appliance repair shop. I use the word “store” loosely, this was essentially a junkyard for old electrical appliances. But this place looked promising, clearly the person running it was capable of taking the equipment apart and hopefully putting it back together in one piece and working.
There were carcasses from washing machines, stoves, and other appliances that had been cleaned for parts. After explaining the problem, he wanted to know when he wanted me to call my home. This was not necessary, but it was clearly his preference. His call charge was not unreasonable, but for a part it was worth a ridiculous 11 euros. After insisting that all he wanted was to order the replacement part, he told me to come back tomorrow at 10 a.m. M. With the part, but I would have to get him the part number. Fortunately he already had it, but that should be his job.
Eager to order the replacement part asap, I returned the next morning. The store was closed, I waited a while and then I gave up and continued to my office very impressed wondering if I would ever cook again.
The next morning I stopped by the “Electricity Store” at Blue Lagoon, located on the road between San Miguel de Salinas and Campoamor near Torrevieja in Spain. It is part of the European group of electrical workshops Euronics. I’ve heard good things about them in regards to supplying new electrical items. So I stopped and thought about asking if they could order the piece or give me some advice.
The lady serving was obviously busy, but as soon as she saw me, she stopped and asked if she could help me. I explained the problem. Within seconds it asked me for the model number of the oven. She informed that they sold the Teka brand and that she would call the local engineer. Once I had a solution, I would call myself back.
He left me a message advising me that he had a solution and that I could get in touch. On my return trip, the same day, I called the store again. They recognized me immediately and within seconds I was presented with an oven switch. They informed me that it was of a similar model and it should work. Try it, was the message. If it works great keep it free if not they would ask for a new one. That night my neighbor and I fit into the piece and it worked perfectly. I went back to the store and thanked them. Still no charge so I left a tip.
Impressed by the service I had received, I decided to do some research. The lady who served me so well is Debbie. I was not surprised to find that she has won awards for Customer Focus and Customer Service and was also named “Company Woman” 2011 Business Woman of the Year.
In these competitive times, the personal touch is often lacking, but when delivered and delivered well, it creates a great customer service experience that everyone appreciates. Customer service is a great way to differentiate between your business and your competition. It doesn’t have to be complicated, it requires massive training or great expense to provide it, when done right it makes a difference.
I know where I’ll go the next time something goes wrong with something electrical in my house. Thanks to Debbie and her team, I finally had my Lasagna without waiting forever.