We live in an era where taking care of customers should be JOB 1. However, what we continue to find is that retailers continue to fail at follow-up and maintenance of their own products. This is why we are so adamant about explaining to our clients during the purchase stage, that "when you buy from us, you buy for life".
It may seem elementary, but trust us (we get the 5-10 calls a week to prove it), customers seem to matter less once they've paid the bill. If you are going to sell high-end window treatments, you best be sure that a customer is going to expect you to be there when they need you. We track every retailer that doesn't follow through, and we never share the information, unless it becomes a necessity. We also request clients to call back their retailer prior to us doing work, it's the principle, nothing more, nothing less.
I am tired of "beating the dead horse", but it has become a thorn in the side of customers and us, and some retailers that care enough to take care of YOUR CUSTOMERS BECAUSE YOU WON'T. IF THAT'S YOUR BEST, GET OUT OF THE INDUSTRY, THERE'S NO ROOM FOR YOU!
Oh yes, one last thing.
IF I HAVE TO HEAR FROM A CUSTOMER THAT THEY CALLED A RETAILER AND ASKED FOR A REPAIR, AND THEY'RE WILLING TO PAY, AND THEY GET ASKED "DID YOU BUY IT FROM US?" THEN THEY ARE TOLD THEY WON'T FIX ANYTHING THAT ISN'T THEIRS, I MIGHT GO OFF THE DEEP END.
Be better than that. Customers are our lifeline to stability. You might have some sales right now, and life might be pretty good......but it can change on a dime. Then when you need those simple jobs to keep the doors open, it might just be a rude awakening, that those doors are closed.
DoctorBlind's Blind and Shade store offers quality products such as Hunter Douglas Window Fashions, Graber Blinds and Shades, Somfy motorization solutions, expert blinds, and shade repair and installation.
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