Late last week one of my former clients emailed me to share an example of some great customer service she’d received. This client is a CPA and this time of year, she is buried in taxes. Busy. Craaaazy busy.
Her car had been hit by another driver. She took the car to a local body shop, a pretty well-known one in fact, upon recommendation from the insurance company.
Within an hour of dropping the car off, she received an email from the company. A very good email.
It came from the president of the company and was quite specific about the make/model of her car, what was to be repaired, and included the full contact information for “her” service provider. A nice sign off saying they appreciated her business and looked forward to serving her topped things off nicely.
Better still, she received another email from the company four days later (this included two weekend days) explaining they’d found additional issues once they disassembled her vehicle. They outlined how long they thought the repairs would take and again thanked her for being a customer.
How is this an example of great customer service?
- communication, communication, communication
- thanking a client – repeatedly – for their business
- letting them know what to expect next
- staying in touch – without her having to call and ask
- providing contact information should she have any questions
- being specific in their communications/emails (nothing “generic” or canned)
Let me ask you, gentle reader, how can you ensure your “client choreography” is as smooth, thoughtful, and well-done as this?