The Importance of Customer Service for Caterers
Customers are the backbone of every company. Without them, there would be no success. No employees, and potentially a discontinued product. With this being said, we strive to make our customers feel treated as the highest priority! It’s our job to listen to them, learn about their likes and dislikes, and make them feel like their voice is heard.
Have you ever called a customer support line in hopes of speaking with a live person, but only reach an automated system that never resolves your issue? I’ve found myself pressing ‘0’ or saying “representative” multiple times in hopes of speaking with someone who can thoroughly understand the issue at hand. Phones, computers, and cable services are a few examples of modern day technologies that we may experience difficulties with, resulting in contacting a representative for help.
“75% of customers believe it takes too long to reach a live agent” (Harris Interactive)
“In the last year, 67% of customers have hung up the phone out of frustration they could not talk to a live person.” (American Express Survey, 2011)
Providing the ultimate customer satisfaction experience is so important. Think about your client’s point of view. If they receive excellent customer service, they are more likely to be a more loyal customer. The chances of me switching to another company would be less likely. I’d see the company treats me as if I’m their highest priority, which speaks volumes about their brand!
“On average, loyal customers are worth up to 10 times as much as their first purchase.” (White House Office of Consumer Affairs)
If you think about it, customer service staff members are the face of your company. They are the first people your clients will reach when challenges arise. Therefore, it’s important they provide phenomenal service and create the best brand for their company as possible.
If one person receives great service, who knows how many will hear about it. On the other hand, if the service isn’t great, that negativity about the company could spread as well. Treating each customer as important as the other by ensuring all of their needs are met can make a company soar with success or fall behind its competition.
“Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences.” (2012 Global Customer Service Barometer)
“A service related problem is 4 times more likely to drive a customer to a competitor than a price or product related problem.” (Bain & Co)
MY PERSONAL EXPERIENCE:
My family was recommended to use a small, family owned pharmacy: Cowan Pharmacy in Fredericksburg, Va. While taking care of my mother with cancer, life became hectic and errands seemed to overwhelm my family in hopes of making her more comfortable. With larger scale pharmacy companies (such as CVS or Walmart) within close distance, we drove 30 minutes to Cowan Pharmacy. Why? Because we knew we would receive the best customer service possible. We would enter the store with downed spirits, and leave laughing with a smile on our face. Their staff members go above and beyond to call our insurance for us, call us with updates, and stay open a few minutes later if they know we were on our way. It’s their efforts to make every customer feel special that differentiates them from their competitors.
“80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses.” (American Express Survey, 2011)
All successful businesses have loyal customers, who at some point, have needed help. The importance in retaining these customer is to have a staff who is passionate about providing the ultimate customer satisfaction experience.
“A 10% increase in customer retention levels result in a 30% increase in the value of the company.” (Bain & Co)
As a client care specialist for Total Party Planner, it’s exciting to provide the best service possible. Nothing is more satisfying at the end of the day than to go home knowing the people I’ve helped, and the gratitude I receive. I could only hope our world can be less automated and robotic, and filled with people ready to help others succeed.
What do you look for in the ultimate customer satisfaction experience?