Customer Service 101: How to survive in this economy.

Something has been bothering me for the past several years.  My parents were business owners and they instilled in me a strong sense of superior customer service.  The customer was to be treated with the up-most respect, treated with integrity and valued beyond any company policy. 

Trends during the 1980s through to present day have turned the customer into an annoyance.  The customer is someone from whom to grab a dollar, nothing more.  I say this because of some experiences that have astonished me to the core, angered me beyond imagination, and frankly, turned me from a mild mannered fun person to a bristling fanged creature who swears like a sailor. (no joke)

In recent months, I've had my intelligence called into question, been given lied to,  been told that I'm a thief by a cashier for using coupons strategically, and have been subjected to all manner of unacceptable behavior by the stores I used to frequent.  Notice I said, "used to frequent."

Case in point:  I recently bought a $500 Janome embroidery machine from an online store.  My local store carries the model but they wanted $1200, that's $700 more for the machine and Janome's website suggests that you can get your machine serviced by any authorized dealer.  I got my machine and tried out some of the installed designs and set about downloading designs from the internet.  Finally, I gathered my things at was going to move the files from the computer to my Janome via the USB port.  I had read everything I needed to know, researched on the Janome forums for help and sat down with USB stick in hand to begin. 

I plugged my USB into my Janome and powered it on.  The machine is supposed to install 2 folders and notify you via the machines screen that EMBF has been created.  Nothing happened.  I double checked on my computer.  Nothing.  Well to make a long story short.  I discovered Janome's support/customer service is CLOSED on Saturday and Sunday. (Hours are 8:30-5 M-F) "Drat!"  So I begin a long process of getting help on the weekend. 

I had planned on using my local guy for supplies, optional hoops, and perhaps the $2500 software that helps you manipulate existing designs and create new ones.  My local dealer by the way is Boise Sewing Center.  So I call.  A nice elderly lady answered and said the technician was busy with a customer and she would have him call me.  About an hour later a fellow calls.  I explain my problem and was told immediately that I need to talk to the place I purchased the machine.  I told him that I was hoping that he would take pity on me and help.  Again he said call your dealer. I told him "Gee that's too bad, I was planning on buying some things from you... I guess now I won't."  *click*  I hung up on him.  He immediately lost a potentially lucrative customer because he refused to help merely because my machine was purchased elsewhere.

Let me reiterate:  I got NO help from an Authorized Janome Dealer.  None, zip, nada. 

I purchased my machine from Allbrands.com.  And although I have had some issues with back orders and missing items.  They have always treated me with care.  I do not regret buying from them. 

Customer Service 101

1. The customer is the reason you are in business and without whom a business will not thrive.
2. All owners and employees must treat the customer as if they are spending $100,000,000.00 no matter how small their purchase or whether or not they have purchased from your business before.
3. Employees must realize that one customer lost is one less chance of a potential raise and one more chance that they will lose their job because the business closes.  
4. Business owners should encourage new business by being very helpful.  If they carry a brand they should be ready, willing and cheerfully able to service and support another company's customer.  By doing so they build good will and encourage future relationships. 
5. Business should always be aware that customers have friends and families with which they share information readily. We are connected to the internet and social media and we talk.  Bad reviews are spread exponentially and that information is available at the customer's fingertips 24/7. 
6. Give up the too bad so sad mentality.  There are many choices out there.  Why would anyone buy from a company who doesn't care about the customer?
7. Just because something is "the industry standard" doesn't mean it is a good standard.  If all your neighbors are on drugs that doesn't mean you have to do it too!
8. Treat all your customers as family and like family they will support you.
9. Above all treat your employees well and in turn they will be happy to treat your customer's well.  

Take this to heart and practice it... watch your business grow.