This blog is from our Managing Director, Mike Young.

Outstanding Customer Service Experience

I was so engrossed in a conversation about the fantastic sales process we’d just experienced, that I missed the turnoff home.

We were helping our daughter to buy her first car. Having done our research, we headed off to a local Toyota dealership expecting the usual high-pressure sales tactics. But we were in for a surprise – a first-hand taste of Japanese customer-focused business culture.

They greeted us respectfully, answered our questions politely with a clear intention to make this a good experience for us. There was never a sense of being driven towards a decision to buy.

What a refreshing change!

We did buy the car and were so impressed that we started looking at something for my wife too. They arranged for the Lexus dealer to call us, delivered a demo car to our house and let us keep it for 36 hours.

Compare that with the round-the-block test drive where they almost make you think they suspect you’ll nick the vehicle!

They asked all the right questions, spent an hour with us picking the colour and never pushed to close the sale. On the way home, we couldn’t stop talking about it, which is why we missed the motorway exit.

I’ve told heaps of people this story. How do your customers talk about your business?

What Kind of Customer Service Do You Want to Experience?

Many people have said that customer service can be any two out of good, cheap, and quick, but seldom all three.

If it’s high quality and inexpensive – you may have to wait.

For an item that is delivered quickly and is inexpensive – you may have to accept lower quality.

If your order is delivered fast and is high quality – there’ll be a premium price.

OK, that’s a little tongue in cheek, but let’s see how it applies to the construction industry, and especially to plumbing and heating installers.

When you need to source products from a manufacturer or merchant with the right level of technical support and backup service, it could go like this:

Merchant: We can certainly supply those products within your budget. However, that budget doesn’t allow us to provide you with the very best on the market. What level of quality is important to you?

Merchant: We can get most of those products to you on that date. However, on such a tight timeline, we can only deliver part of your order as we have to order in the rest.

Multipipe: We hold plenty of stock, and we can get your order to you on time. As we only stock the highest quality, you’ll need to budget £xxxxx. Can your budget cover that? What level of service works for you?

So what kind of customer service would you want to experience?

We hope you’ll enjoy our customer service. You can shop online with Multipipe at a time to suit you and with a range of delivery options.

If you’ve any more questions about Multipipe’s customer service, our team are always here to help you out. Get in touch with us today by calling 01245 227630 or email info@multipipe.co.uk.

Related posts