Customer Service is not just for retail anymore.
However, have you ever thought of the fact that every business and every worker is a customer service representative? With that in mind, why do we, as business people, not put more emphasis on customer service on a daily basis?
It doesn’t matter what position you hold in a company or small business; we are all representatives of the company we work for. From the CEO to hotel housekeeping staff to the firm accountant, everyone at some point in their day is tasked with providing customer service.
Take into consideration the example of hotel housekeeping staff. When they enter a room to clean or prepare it for the evening, they are indeed customer service representatives. They may not see a guest during their daily work, but one thing is for sure, as soon as a guest walks into their room, they will notice how well the housekeeping staff’s customer service was.
And that is the point: Regardless of how much you directly interact with your customers or clients, you are still representing the company and reflecting the image that people will take with them.
In our case, Commercial Building Consultants, LLC has several layers of customer service: Professional, administrative and business staff. Every day we have several interactions with our clients, whether it is face-to-face, email, phone, or written communications. Our staff prides itself on our customer service because we all know that each and every thing that we do reflects on all of us and our business as a whole, and that is an integral part of our company culture.
As a small boutique firm, CBC utilizes our knowledge, skills and experience in providing our clients with the services that they need. The attention and commitment we show our clients is the vessel in which we provide those services.
When we receive a request, our team immediately jumps into action. We spend the appropriate time collecting the information needed to be able to perform our evaluations, and communicate with the client to ensure that we are set to perform the inspection. Our experienced inspection staff takes over from there. They are the “front line” when it comes to working directly with our customers. Not only do they have to be on top of their game when performing an inspection, but they are also expected to provide top notch customer service during all facets of the project.
Every member of the CBC staff is also a client, in one form or another, and we take that into consideration when providing our services. That is the reason why we work so hard to make sure that we are providing the best customer service to our clients.
Have you ever made a phone call to a potential vendor asking for a quote, pricing or information on a service or project, never to receive a call back, or perhaps you do not receive the required information in time? We also make those calls on a regular basis, and believe it or not, they help us to improve our customer service. No one wants to make a phone call and have to press a bunch of different numbers, only to get to a voice mail message. We all hate leaving a message and having to wait to see when or if we are going to get a return call, and we despise it when we are wanting to get a service and yet the service provider doesn’t seem to have any urgency in providing that service to us.
This is a common occurrence in customer service that CBC views as fundamentally unacceptable.
When it comes down to it, we all have experienced bad customer service. That is the best way to understand how important it is to provide excellent customer service ourselves. And that is what CBC is all about – not only providing the most comprehensive, experienced and informative services, but the best customer service, period. Our clients are the heart of our business, and we want to make sure that our business is the best across the board.
-Scott W. Pruitt
Director of Operations and Project Management
Commercial Building Consultants