Customer service defined

Addressing your needs now and in the future

Lots of companies talk about great customer service. Some say they are “fantactical about it”, because that’s what a lot of books say you should say.

But let’s get straight to it - good customer service is addressing a need and that need may arise a long time after an initial purchase. Is the company still interested in helping out long after the initial profit has been banked?

We illustrate our customer service capabilities with this request for additional doors:

• the original project was installed in 2018 (five years ago at the time of writing)
• it was for a walk-in wardrobe with a mixture of shelves without doors and cabinets with doors
• the customer subsequently decided they would like two additional doors

What we did:

• we retrieved details of the order
• the exact sizes could be determined from our records, the customer did not need to re-measure anything
• we machined new doors in the same material, provided hinges and drilled the hinge holes
• to enable retrofitting doors to the existing cabinets easily we created a template which the customer could use to drill the cabinet for hinge plates to match the new doors
• to get the handle in the right position we made a template so that it could be drilled accurately in-situ

In summary the customer got additional doors, they didn’t need to measure anything nor engage in complicated fitting processes.

Regarding costs we aim to make this is as economic as possible for the customer. We need to cover our workshop costs but we classify an engagement like this as helping out an existing customer - it’s customer service.