In my early days of purchasing, I quickly became aware of the many levels of customer service, and all were not positive experiences.
We began to view suppliers as partners, organizations we wanted to develop relationships, an environment of open door communication.
Our system was simple. We followed four steps to keep communication strong:
- Feedback on what was done right
- Feedback on areas of improvement
- Feedback on issues that needed attention
- Annual Quality Awards for the Best of the Best
Recently, I have had a few excellent experiences with a company named Uline. I called in an order to our local location a few miles away, expecting to do a pickup. I was told my local facility had closed, but I could order and get next day delivery.
I must admit, I was a little disappointed not to have Uline readily available after so many years, but I understood the business decision. I placed by order and was assured I would get the order the next day. A very friendly delivery person arrived, pulled the pallets in the building, un-wrapped the load and removed the pallets.
Wow. I was actually wondering why I didn’t use delivery before? Over the course of the next two weeks, I made a few additional orders, and each time a smooth process and friendly people.
A firm believer in feedback, I picked up the telephone and called Uline. I called the regular 800 number and obviously they expected to take an order, but instead I told the person what great service I had experienced over the few weeks, and requested to speak to a manager to share that experience.
What I didn’t expect – She had no idea where to forward my call. I suggested sales, but she said sales did handle this type of call. What type of call? My intended compliment, now apparently had a new category, it was a new type. She went on to say if it was a complaint, she knew where to send me.
Honesty, I really didn’t know what to say. My simple call, with positive feedback, was taking a time consuming turn. The customer representative could feel my frustration and really did want to help me, so she finally suggested she take a message. She said she would figure out who it should go to. I wonder if she found them….
It is human nature to complain when unhappy, thus the need for a “complaints” process, but isn’t it also natural to reward when you get great service? We do it at restaurants, with a tip, why not for other great products and services organizations?
This experience took place four weeks ago now, yet I continue to think about it.
If you are part of an organization, how does your company process positive feedback? How do they share that information with associates? Have you thought about it, but not yet implemented a process? What is your best favorable feedback?
Interesting to me and will enjoy your thoughts and fresh insights.
We encourage you to share, any of our posts that you find interesting and useful. Please feel free to repost portions or the entire post, but please link back to blog.einnoventions.com‘s article, and give our team credit. Thank you! This notice excludes use for profit.
