Writing for Entrepreneur, R.L. Adams claims that it is “imperative to realize the utter importance of rock-solid customer service”. However, many businesses become fixated with their growth and consequently the increase of their profits. While this may be a rewarding approach in the short-term, in the long-run, this can be disastrous for your business. In order to keep a business afloat, it is important to think about the future. If clients are neglected or are left unsatisfied they will look elsewhere. This might not always happen immediately, but if a competitor comes along with clever marketing, it won’t be long before restless clients are swayed. One way to avoid this is by investing in customer service. Below is a list of American companies who have done just that.
Armstrong Steel are leaders in the industry of steel buildings. They are a debt free corporation, and are winners in customer satisfaction. Their customer service has been awarded an A by the BBB, and they have been listed on the Inc 500, as a leader in the construction industry. They have an excellent helpline for first time builders and a number of outstanding online testimonials that praise them for their efforts to go above and beyond the standard level of service. Armstrong Steel also pride themselves on offering quality over quantity, and are open about the fact that their products are a long-term investment. This company also has an edge because it is able to see a project through from beginning to end. Instead of being involved in just one element of their client’s undertaking, Armstrong Steel helps with: the designs, the plans, the engineering, the construction, and the execution.
As the world’s largest retailer, you would be forgiven for thinking Amazon might struggle to succeed in customer service. While large companies are often the best place to purchase a variety of products in bulk, they are often the last place that you’d expect to find the personal touch that is so synonymous with customer service. However, Forbes lists Amazon’s “low prices, free shipping, and efficient turnaround” as the key reasons for its incredible customer service feedback. This shows that no matter how large your company grows, it is still possible to make your customers feel as though they are being listened to. The Amazon review section is a key lesson in how to do this, as customers can actually see their feedback affecting the success of a product.
Publix is the world’s largest company to have the entire firm owned by its employees. This grocery store chain prides itself on excellent customer service and received an approval rating of 82/100 on the American Customer Satisfaction Index. Thanks to extensive staff training, Publix ensures that all of its patrons are greeted by someone outside who welcomes them to the store. They have baggers to carry your goods to your car and make a point of not accepting tips for their service. Publix also offers an extremely competitive returns policy.