Ensuring Customer Service is Found, Not Lost
Posted on: July 22, 2021
In todayâ€™s world, we are used to everything being available for us digitally when and where we want it. So who needs people, right? Well, not so fast.
This narrative is far from reality. As Amazonâ€™s Jeff Bezos put it, â€œWe see our customers as invited guests to a party, and we are the hosts. Itâ€™s our job every day to make every important aspect of the customer experience a little bit better.â€
The art of customer service is very much alive and well. Especially at Anderson Dahlen.
Our customers come to us with highly specific projects. They depend on us to provide them with highly specific and attentive service. At Anderson Dahlen we are committed to providing superior customer service along with our high-quality equipment and fabrication.
Here, customer service is not a lost art. It is a part of who we are.
Making Connections with Customers
In his book The Amazon Way, former Amazon executive John Rossman provides a series of customer service tips, including â€œYour customer is someoneâ€™s mom. Treat them that way.â€
At Anderson Dahlen weâ€™re especially cognizant of the importance of our customers. But, as simple as it might sound, acknowledging your customers as people goes a long way toward forming connections with them that, over time, grow into trusted partnerships.
Not every customer is going to be your best friend. But that doesnâ€™t mean that you canâ€™t get to know them, personally as well as professionally.
Our team members aim to learn as much as they can about customers by asking the best questions, to get to the root of what they need. These can range anywhere from:
- â€” Where theyâ€™re from.
- â€” What brought them to their particular position?Â
- â€” Are they an industry veteran or relatively new?
- â€” What led them to turn to us as a solution?
We have found that these questions serve two purposes. They help form connections with customers and ultimately, help us grow our business by providing better, more meaningful service.
Providing an Experience that Goes Beyond the Transaction
In their book The Experience Economy, authors Joseph Pine II and James H. Gilmore note how brands like Apple, Disney, LEGO and Starbucks have moved from providing the customer what they need, to an experience that goes beyond the transaction.
This is an approach that is not limited to these household name brands.
At Anderson Dahlen we have found that our customers come to us because of trusted products and dedicated service. But they stay with us because of the experience we provide â€“ helping people and making their lives easier and more enjoyable.
The way we see it, this experience should ideally come as a natural progression of the connections weâ€™ve formed with customers. An experience is more than just one incident. It is a series of interactions with the people who comprise a company â€“ calls, emails, Team or Zoom links, that show customers we care; that we recognize our ongoing success is only possible through theirs.
Learn About New Career Opportunities at Anderson Dahlen
If you believe in making connections with customers, providing an experience that goes beyond the transaction, and want to work with challenging, cutting-edge technologies and equipment, contact us today to learn more about new career opportunities.