It Starts with the First Interaction

by Kim Taylor

If you’re a regular reader of this blog, then you know we sometimes stray away from public relations and marketing topics to write about general business practice and customer service.

I received fantastic customer service from a local car dealership’s parts department when they decided to take service to the next level by installing the part I ordered … even though it was a simple install I could’ve easily done myself. That’s good customer service.

Sometimes it’s not as easy to point out experiences like that when you work for a professional services firm.

At Curley & Pynn, it’s general practice not to screen incoming phone calls.

This may seem like a simple thing; and in this hectic, multi-tasking world, it probably seems counter-intuitive. Why wouldn’t we want to find out who’s calling so the person they’re calling for can be prepared when they pick up the phone?

The answer is simple. Because every call is valued; every caller valuable.

Of course, there are exceptions to every rule. And, they are just that, exceptions.

Good customer service starts with the very first interaction.

3 Responses to It Starts with the First Interaction

  1. akeorlando says:

    I couldn’t agree with you more! And good customer service seems to be such a rarity these days, so when you experience it…well, it’s like a breath of fresh air.

  2. tstanglepe says:

    In the professional arena costumer service is everything. I don’t think there is one industry or service provider that does not have a competitor.

    I think I have written about how the service me and my colleagues provide at the civil-structural engineering firm I work. It is my opinion we provide superior customer service compared to so most competing firms. Calls are returned promptly if not able to be taken right away, emails are answered, clear responses are given to questions and comments.

    However, if one would call into our office and is not automatically recognized a standard question are asked, “Who’s calling please?” I don’t believe this is rude it just helps prioritize the call. Just take for example the other day. I was talking with a colleague about a couple of issues on a project and I was buzzed for a call. Knowing who the caller was I was able to instruct our great receptionist to tell them I was tied up and I knew what they were calling about but I would have to get back to them in 10 minutes.

    We find in our office this is the best way to efficiently work, prioritize tasks and maintain the amount of customer service we would want to receive in return.

    Thomas Stangle, P.E.

  3. Roger Pynn says:

    The situation Tom describes is just the kind of exception Kim described.

    The best reason not to screen calls is that it avoids leaving the caller wondering whether you’re screening for another reason … like not wanting to talk to them.

    I had a business partner who when asked “may I say who is calling?” would reply, “why, so he can decide whether he wants to talk to me?”

    We all see the world through a different lens. We prefer that it be kept very clean.

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