We recently purchased a new home, new to us, it’s about 12 years old. When you change houses, you know that there will be some things that need to be changed, upgraded or replaced; flooring, the odd light fixture and likely some work in the yard.
The cable lighting in our kitchen had one of the bulbs burn out and I could not get the old bulb out, never mind put in a new one. After searching online to find out how to do this or find the distributor and/or supplier for this particular fixture, I sent emails to several of them asking for help. One of them was very quick to respond and the person suggested that I bring the light head to them and they would see what they could do to help. Long story a little bit shorter, I arranged to drop by their showroom and the individual showed me how it was done, in about 30 seconds. I had worked on it for what seemed like hours and had got nowhere.
I thanked him profusely, felling somewhat embarrassed as I fancy myself as a pretty good handyman and repair guy of all things household. Only after I had left, and answered his previous emails with my gratitude did I learn that he was the President of the company, no less. He actually apologised to me for making me wait 5 minutes so he could help me. No charge, lots of help and from the man at the top – now that is what I call customer service.
All the marketing in the world won’t overcome bad service. But good customer service will support your marketing in a really big way.
BTW, the company is Super-Lite Lighting Limited – great experience and I highly recommend them.