My first encounter with customer service was when I needed to buy a new bed. I went to Sleep Country Canada, and from the moment I walked in the door until the bed was delivered, the customer service was the best. The fellows who delivered my bed even vacuumed underneath the bed before they installed the new bed. And then, a few days later, I received a coupon for $25.00 off any new purchase of $50.00 or more. Sleep Country sells Daniadown sheets, and I need new sheets. Guess where I'm going to buy them. Just guess.
My second experience with customer service was with Home Depot. I wanted to buy new Adirondack chairs for my terrace, and Home Depot had just the chairs I wanted. However when I got them home, I realized ... some assembly was required. Me? Build an Adirondack chair? I don't think so. I called Home Depot, and they sent two representatives to pick up the chairs and assemble them for me. When I went back to Home Depot the next day, Home Depot even paid for a special van to deliver the assembled chairs to my home for me. Guess where I'm going the next time I need patio furniture, lighting fixtures, bathroom fixtures -- oh, heck, just about anything. Just guess.
And last but not least, my most recent experience with customer service was with a company called Denbigh Fine Art Services. Ah, yes... I received a mirror recently that required professional installation. I called around to various installation companies to get a quote as to how much it would cost to install the mirror. I received various quotes, and the best quote was from Denbigh Fine Art Services, who quoted me $95.00 an hour to install the mirror, with a minimum of one hour. Okay, that seemed reasonable. If it took less than an hour, I would pay $95.00, it it took more, well, I was prepared to pay that. The fellows showed up ten minutes late, took half an hour to install the mirror, and left. They did a fine job, but it was a very simple job. A few days later, I received an invoice from Denbigh Fine Art Services for $149.63. When I e-mailed the owner, and reminded him of his $95.00 quote, I received the following reply: "Including the installation and travel time we really have to charge that out at 1.5 hrs. A straight forward delivery would be $95.00 but we would never make any money if we did not include both the installation time and travel time. Best regards, Ken" Well, Ken, that's just dishonest. You should have told me that when I called you for the quote. I made a decision based on misinformation, and now I have to pay you. And besides, your office is five minutes from where I live. That's pretty expensive travel time.
Always remember, folks, without you, businesses would not be in business. They are there to serve you, no matter what the nature of their business. When you are holding out your hand with your money in it, you have the right to expect the very best customer service they have to offer. Anything less than the best is not acceptable. And you can let them know by using your feet -- and walking somewhere else to do business. Denbigh Fine Art Services