Monday, March 24, 2008


Can people believe in your warranty?

What does this mean you may ask; well in the world of business, most companies provide a warranty for their product and service so if there is something that goes array, the customer and product are protected with no additional costs.

We as small business owners must be no different in that respect, but we must provide even better comfort zones than major corporations when it comes to customer service.

As small business owners we should be at eye level with those that have put their trust in us, we can never hide behind a website or hide behind an answering machine.

If something goes wrong, and it sometimes will, we must get in contact with the customer as soon as possible, preferably eye to eye, I know not always practical, but somehow immediately let them know the situation will get fixed.

Too many times the “human element” is removed from customer service, and all we hear are messages prompting us to punch in a number that will allow us to get a new computerized message in regards to how our situation will get fixed, albeit not when we want it too because we have not been assisted by another human being, just a pre- recorded message from one, which rarely is adequate assistance at all.

As owners of businesses, we should never let a phone or computer come between us and a customer, we must never let the sweat running from our brow into our eyes, blind us and prevent us from immediately contacting our customers after we get a message of distress from them.

It is our duty to back up our warranty, our guarantee. When something goes wrong, the customer sees clearly, because of the problem, it is us with the sweat in our eyes. Take a deep breath, wipe the sweat from your eyes, and fix the problem. It will only sting for a little while, for both you and the customer.

Best regards to all and may your day be blessed!

Mike Daley

1 comment:

Shirley A. said...

Yeah, we all have been there with sweat in our eyes when we hear a customer's complaints.

However, I have found, when the dealer responds immediately, honestly and assures the customer that AMSOIL will find the solution, their confidence in that dealer will grow.

Relationship selling is where success lies! Really care about your customers and their needs and your credibility will get established in their eyes.

Excellent thoughts today, Mike!