Last month, my wife was looking for a new optometrist. It’s a big deal to her. She’s worn glasses since she was four years old, and she faces a few challenges. She was looking for a doctor who understood her needs with a staff who would follow through with their promises. For someone she could trust. She was looking for good customer service. Aren’t we all?
A Testimonial on Customer Service
At TKO, we work hard at developing trust with our customers. Our installers are certified, we use training checklists in production, and our management team participates in leadership development. Last week, we received an email from Mike Bayer of Vehicle Collision Services in Louisville, Kentucky. He had contracted us to to complete vehicle graphics as part of a project he was doing for his customer. Here’s an excerpt of what Mike had to say:
“I am a very detailed, analytical perfectionist… I expect people to do their job and do it right…These days, you do not get that very often. When you do, I think you should recognize it. I just wanted to pass on kudos to your crew. Got here… (they) got after it… stayed on it… got it done… impressive by itself, but add to that, the quality of the install… by today’s standards… over the top. They cleaned up their mess. They were courteous & professional, and excellent representatives of your company…”
Trust has to be Earned
Trust isn’t given, it’s earned. We earned Mike’s trust the old fashioned way — we did what we said we’d do, on time, and to the best of our abilities. Don’t get me wrong — we’re not perfect. We make mistakes, but we do our best to make them right. We’d love the opportunity to earn your trust. If you’d like to learn more about what we do, here are a few of the services we offer.
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Which optometrist did she end up choosing? Why did she choose that one?
Good question David. She choose based on: Recommendations from people she trusted, A web search, followed by meeting the Dr.F2F, and location was a consideration, but not the priority.
Word of mouth is still a great way to find good companies with good service. Digital word of mouth and testimonials are also very important. Search engines have started using those signals more and more for search engine rankings and few people really understand all of the various reasons that different businesses show up higher than others when doing a web search. The best rule is to give the greatest possible experience to your customers and make it so that doing business with you is truly a pleasure and they want to reciprocate by writing a review, telling a friend, or some other way. I hope your wife had a good experience and she remembers to not only share that offline but write a review of the business on Google+, Yelp, InsiderPages, or one of the many other places that cater to that type of thing. Thanks for the reply, Randy. You guys do some really awesome looking signs and graphics…