I have to say, good old fashioned customer service is hard to find these days - thats the reason, that wherever I can, i give my business to small business. In that way, I can feel more confident that if an issue arises, I will be able to speak with the owner of the business without too much trouble, and that person can see the bigger picture of how valued a loyal customer is.
When thinking about multi-nationals, you wont have a direct line to the owner of the business, and you have to rely on well thought out policies to mimic the value that the CEO would no doubt want to convey. Thats rarely the case with large companies, you often get lost in the system, if you can navigate the complex customer care line, and provide the relevant paperwork etc - it can be a nightmare!
I was unfortunate recently to have dropped my iPad, and break the screen. It was no ones fault other than my own clumsy self. Off I went to my Apple store, bracing myself for the shock of the repair bill... I was shocked... the repair is more than 50% of the replacement cost! I was shocked for a second time when my Apple customer service consultant offered to replace my iPad for a new unit Free Of Charge. I am sure that Steve Jobs, the CEO of Apple ensured that a policy was set in place that accommodated a customer with a faulty unit, even in the even of misfortune. That gives me the feeling of dealing directly with the owner of the business, an owner they would prefer to have a happy customer, that an unhappy customer. I am grateful for the treatment I have received and its service like this that Bay Beans strives for.
When thinking about multi-nationals, you wont have a direct line to the owner of the business, and you have to rely on well thought out policies to mimic the value that the CEO would no doubt want to convey. Thats rarely the case with large companies, you often get lost in the system, if you can navigate the complex customer care line, and provide the relevant paperwork etc - it can be a nightmare!
I was unfortunate recently to have dropped my iPad, and break the screen. It was no ones fault other than my own clumsy self. Off I went to my Apple store, bracing myself for the shock of the repair bill... I was shocked... the repair is more than 50% of the replacement cost! I was shocked for a second time when my Apple customer service consultant offered to replace my iPad for a new unit Free Of Charge. I am sure that Steve Jobs, the CEO of Apple ensured that a policy was set in place that accommodated a customer with a faulty unit, even in the even of misfortune. That gives me the feeling of dealing directly with the owner of the business, an owner they would prefer to have a happy customer, that an unhappy customer. I am grateful for the treatment I have received and its service like this that Bay Beans strives for.
I have had a small number of issues with my own customers coffee beans orders - in my opinion, that is the opportunity to shine and deliver exceptional customer service.
please tell me about your horror stories, or if you have recved great customer service yourself.
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