Tim Van Der Woerd - 01 / Nov / 2021
The Key to Excellent Customer Service
I went to my regular barber a few months ago to get my hair done. My barber is fantastic! He is the owner of a small shop and knows me by name. He truly takes his time making sure everything is perfect. He takes the time to shape my beard with a straight razor and uses high quality shaving butter and aftershave. It is always a great experience. Last time I called his shop, he was on vacation and I was told I had to have someone else. “No worries,” I thought, “I’m sure it’ll be fine.” It was not fine. The person who cut my hair didn’t even use cream or aftershave when she trimmed my beard, leaving me cut in multiple places. I guess I could have said something, but I chose to keep quiet instead. Needless to say, I left feeling pretty disappointed, especially after I have always had such a great experience with my other barber.
Reflecting back on this experience it reminded me of how important it is to have consistent, exceptional customer service. Which is what Shoe Solutions strives for. When a customer comes into Shoe Solutions and experiences our services at a high standard from one person, they expect that same level of service every time, as they should! No matter who our customers deal with, it is incredibly important to us to always have that high bar of customer service. Whether it's a manager, a fit tech or a pedorthist, we want to ensure our customers get the same experience every time.
We have several procedures in place to keep our level of customer service consistent. The one I want to share with you today is our culture statements, which are the key to excellent customer service. We take the culture statements incredibly seriously as this is what truly sets the standard for how we interact with our team and customers. These culture statements are what makes Shoe Solutions so unique and our team so amazing! They are the following:
We are always positive and solution-seeking.
We share in each other's successes and challenges as teammates.
We are always clear, kind and compassionate.
We will support one another regardless of whether we are in full agreement.
We know that we are the most professional and impactful option for our clients, so we always offer support, solutions and recommendations for them.
We smash our personal, professional, and team goals together.
We are humble and teachable.
We love feedback; we are always learning and growing.
We are truly committed to excellence in our products, customer service, and client care.
Whatever we do, we do it enthusiastically.
We are durable, adaptive and unstoppable.