Good old fashioned customer service for a change!!

[candidrachel]

6 weeks ago we got new carpet and underlay fitted on our hallway and stairs and I was not satisfied! The carpet was way to thin even though the guarantee is 10 years and there is no way that will last that and its even wearing out already There's also a weird "tide mark as soon as you walk in through the front door and your eyes automatically draw to it.

Got on the phone straight away to air my grievances politely but firmly and was told that the "mark" should disappear after a couple of weeks.

Fast forward last week and one of the sales reps came round to have a look and was really horrified at the quality of the carpet and said that he wouldn't be happy if it was in his house and would get in touch with the office and they'll get back.

Got a phone call the next day and was told that they are going to replace the carpet and we can choose another one. Went in and was speaking to the sales guy and I mentioned that also when we picked the underlay we chose a premium choice because we wanted the carpet to feel soft and bouncy but really if feels like your walking on bare floorboards when the boss picked up hear ears and said that she has that very underlay in her house and its still bouncy after 10 years and said that they will come and take our underlay back and replace it with "Royale" their top of the range underlay for no extra cost.

That's what I call good customer service and I am a happy satisfied customer!

Why can't all companies adopt the same attitude and put customer's needs a no 1 priority?

[BuddhaPi]

Originally Posted by candidrachel

Why can't all companies adopt the same attitude and put customer's needs a no 1 priority?

Because most companies nowadays only care about the bottom line...PROFIT, they could care less about customer satisfaction, customer retention. I have a slew clients that have been on board since day one ( over 12 years ago)...why? becuase I bend over backwards for them, and always ensure they are completely satisfied..I guess I'm becoming a rarity

[NgaiHill]

Originally Posted by BuddhaPi

I guess I'm becoming a rarity

You certainly are! There's only one of you left

[scootermcq]

Originally Posted by BuddhaPi

I guess I'm becoming a rarity

You can say that again..... but in a good way!

[BuddhaPi]

Originally Posted by NgaiHill

You certainly are! There's only one of you left

I'm not so sure i could deal with more than one of me

[John Hendry]

Hi Its always wise to keep your customers happy I find the bigger the company the worse the service.

[RLucas]

I work for a very large company, and you are right. The trend seems to be that the larger they are, they can get by with less service. The store I run, I still try to keep it on a small time feel. I know most of my customers by name, and intend on keeping it that way.
I even try to keep a good relationship with our competition, which is almost unheard of these days. We always try to do what we can for our customers, even if it means breaking some unwritten corporate "rule".

[candidrachel]

Normally it is the larger companies that give diabolical service but this was Carpet Right so I assumed they would be of the same mould but they weren't. S'pose you can't tarnish them all with the same brush.

[CurlyCorry]

Originally Posted by candidrachel

Normally it is the larger companies that give diabolical service but this was Carpet Right so I assumed they would be of the same mould but they weren't. S'pose you can't tarnish them all with the same brush.

and THIS would be exactly why companies should care about customer service.... she's already spreading the name

[mad editor]

Good customer service jusdt makes sense. You don't treat me right, you lose my business.