Coolheat Blog

Leave them with a smile.

Make no mistake about it - good service is a performance. There’s research and practice, feedback and system analysis, even occasionally trail and error. Then, when the time comes, you put in the best effort and hopefully receive the appropriate level of acclaim.

A “Perceptions of Customer Service” in a New Zealand survey released in late 2007 saw only 33% of respondents satisfied with the level of customer service they received. While this takes into account a huge range of industries, it still makes for depressing reading.

For principal sales consultant Graham Parker, looking at a project from every angle ensures the very best outcome for the client. It’s a holistic approach to the work that settles on nothing less than complete focus from go to whoa.

Graham says “It starts before I even come on the scene. From the moment the phone is picked up to take an enquiry there needs to be a consistent level of first-class service. Which means our admin staff, then my part when I go out to quote, then with the installation staff and so forth.”

Company director Chris Hartnell heralds this approach as a key to the continued success of the company. “You’ve got to look at the bigger picture with customer service. That means having everyone on board - the entire team looking at our work from the perspective of the end user.”

This approach has been thrown into focus over the last few months as customers spend greater time deliberating over spending. While value for money is a great incentive they will also offer greater advocacy for companies who get it right across the board.

Small companies can get by with a strong guiding vision and a hands-on approach from management. However medium to large companies need to ensure that the systems are in place by which customer feedback can be collected, properly examined and then acted upon. New Zealand’s consumers deserve to be happy with their service far more than merely 33% of the time.