What We Think of Customer Service
Customer Service is a term that is thrown about quite frequently, but what does it really mean? There are entire departments dedicated to what they call “Customer Service”. So what does it really mean to service your customers and are there companies out there that are doing it really well? Amazon, for example, has nailed it when it comes to servicing their customers. They have created a system that is so user friendly that with just a few clicks, you can select what you want, and have it to your door in two days, never even actually speaking with another human being. BRILLIANT!
At Del Sol, our goal is to be this user friendly. If you want a human being, call the office and you will be greeted with someone who is willing and able to help. If you would rather e-mail, we do that too! It is our intention for an order to be called in, emailed or faxed over, and it appears on your dock exactly as it was ordered and in the shortest amount of time possible. If an order for a stock item is placed before 2pm we can get it out that same day, because let’s face it, moving product is what we do. There is always room for improvement, for example; we do make mistakes, sometimes the wrong product is shipped, or the wrong quantity, but at Del Sol we strive to be honest and fair. We take responsibility for our errors and desire to remedy the situation as quickly as possible.
We take our cues of “what not to do” from personal experiences we have had. Nothing frustrates us more than when we call a supplier to place an order, or ask a question, and the person on the other end behaves as if they are inconvenienced by our request. Employees like this can kill a business. Sometimes. we do not have the option to go somewhere else but many customers will choose to go where they are treated with respect. We would encourage every business owner to call their customer service department regularly to see the reception your customers are experiencing. Ask your customers if the office is taking good care of them. You may actually get some really good feedback, most people will not tell you unless they are asked. If an employee makes a mistake and tries to cover it up or put the blame on the customer, this is a surefire way to send your customer directly to the competition.
At Del Sol one of our favorite things to do is solve our customer's problem. We enjoy finding the product you have been unable to locate. We like finding solutions for you when you’re faced with not having something you need to continue operating. The most challenging but enjoyable task for us is when working on a project were everything must ship from different locations and arrive by a certain date and when we are able to make it happen. It is very rewarding!
Customer service is the life blood to every business but we think it has become diluted with people who do not understand service. At Del Sol we want your business. Every order is a sense of security for us. We strive for customer loyalty!
Nicole and Sandy
The Inside Team for Del Sol