Monday, September 20, 2010

What is Great Service?

Service...what is it and how do you quantify it?  Everyone says they focus on service, but we all know that is not true.

We all know bad service when we get it.  I guess it is like the famous definition of pornography -  you know it when you see it.  A good example was my morning coffee today at one of the the large chains.  The line was going out the door, while 4 staff members were standing around and waiting for one cashier who apparently could not ring up a small coffee.  Customers were asking if someone else could help, but no one was able to.

Why am I bringing this up?  Is it just to vent about my bad coffee experience or is there a real point here?  

Here is the point.  At MaxDelivery, I've tried to integrate service into everything we do. Our basic philosophy is that if we would not like a something done to us, we will not do it to others.  We try to apply the golden rule to our customers in any way that we can.

Our entire business is built around establishing a strong level of trust with our customers that we will get you the things you need right when you need it.  We know you don't want a credit for a broken egg, you want the eggs. So, we take extra care of every egg to keep them safe while we deliver.  And, if we ever DO have one broken in transit, we'll rush over replacements asap AND give you credit for the inconvenience.

It's basic courtesy.  Why do so many other companies ignore this basic level of courtesy and treat their customers so badly?

If you ever get service that is not up to your expectations, please let me know and ill get it fixed and make sure it does not recur. 

We are only successful if we can keep your trust and we will work hard to keep it everyday.


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