I recently spoke to a customer who told me he didn't care if customer service was great because he just wanted the cheapest price. His statement forced me to think about customer service on a number of levels. What is great customer service and why is it important? Why is it important on a number of levels.
First, customer service is more than the required technical knowledge to get your building delivered to you. It is also an important relationship with a customer to make your building project rewarding. Your customer service representative is the person who is going to guide you through the completion of your steel building. Hold your hand so to speak. Most of our customers don't put up a steel building every day, but even if they are very experienced they still need a little hand holding.
Have you ever undertaken any project, and at the end said, "I'll never do that again!" because of all the worry and problems you had to go through? Well, it shouldn't be that way. Great customer service means having someone dedicated not only to getting your building delivered timely, but also to educating you throughout the building process, and making it an enjoyable learning experience. If upon completion, you can say, "I learned a lot", customer service has been successful.
A great customer service representative will introduce herself shortly after you place your order, tell you what to expect and give you a tentative timetable. She will also tell you how to contact her directly, give you confirming information on your buildings, and answer any questions. She wants to calm you and let you know everything is going to be okay.
Shortly thereafter she will send you a confirmation of your building order. As the manufacturing of the building progresses she will let you know what is going on and ask how site preparation is progressing. You are going to get to know her pretty well.
By the way, if a steel building sales person says they are going to handle your customer service personally, think twice about it. How would someone who makes their living selling new steel buildings find the time to get details to you on your building schedule, answer additional questions, or follow up on issues? It's better to have a dedicated customer service representative that is there for you to help keep your building project on track.
As you can see, good customer service means making your steel building project a success.
