Having a problem with a piece of business equipment a few days ago, I rang a re-seller of this type of equipment to ask advice and to discuss our future requirements. As a potential customer, I had read their vision, values and how good their customer service was on the web-site. The first question I was asked was had I bought it from them and admitted that the equipment had been purchased elsewhere but that we would like to by local if possible. There was a reluctance to help but they agreed that as I was passing their office the following day, would have a look at it. I thought this was a good opportunity to talk to them regarding our future needs and see what they could suggest. I’d explained what time I would call in and arrived within a couple of minutes, ringing them on arrival. No answer. The receptionist in the office block explained that it was a small company but had seen the arrive and not seen anybody leave. She even went to the office twice to see if anybody was there. The office lights were on but no sign of anybody. I left after ten minutes of waiting. Although initially I had received a return ‘phone call, there was no call at any time, to advise me of any problem regarding our meeting.
Potential customers can come from anywhere. Good customer service means service before, as well as during and after the sale. Small companies can grow into larger companies using this key business skill as one of its cornerstones.