This commentary, by Steve Alford, was originally published in the Fall 1993 INSIDER Magazine, but is as timely today as it was eighteen years ago. This is the third of a series of previously published commentaries we are featuring this week while we celebrate Customer Service Week.
I’ve often said, “we sell service…and products too.” While we put service ahead of everything else we provide our customers, we realize there are many companies that sell service as their number one product. Most recently I was painfully reminded that while you can pay for service, a service reputation can only be earned – not bought.
We needed a larger copier for the office. After getting numerous demos and quotes, we settled on “Company X.” The “covers every foreseeable problem” service contract, cost about an additional grand, but seemed a fair price to pay for peace of mind. When our copier croaked this past August, Company X determined that an electrical storm had zapped the mother board. I quite correctly pointed out that we had not had rain for over forty days, but regardless was glad we had purchased the all inclusive service contract.
I was then sheepishly told that because we did not have a $15.00 surge protector on the power outlet, the service contract would not cover the replacement of the board.
“You mean I pay you a thousand dollars for a service contract and you don’t tell me that for an additional $15.00 the main board will also be covered if you determine the problem is electrical in nature?” Company X cleared their conscience by not charging us freight for having the new board flown in. Well, chalk this one up to experience.
In the copier business, our business or your business, mistakes are going to happen. Problems will arise. Doing everything possible to avert potential trouble is a given. How problems are handled is what defines true service. And what your clients say about the quality of your service is where integrity begins to be defined. Service is of no use to anyone if it is merely lip service. Oh, and by the way, if you’re in the market for a copier, give me a call and I’ll be glad to tell you whom not to buy from.
Lip Service
This commentary, by Steve Alford, was originally published in the Fall 1993 INSIDER Magazine, but is as timely today as it was eighteen years ago. This is the third of a series of previously published commentaries we are featuring this week while we celebrate Customer Service Week.
I’ve often said, “we sell service…and products too.” While we put service ahead of everything else we provide our customers, we realize there are many companies that sell service as their number one product. Most recently I was painfully reminded that while you can pay for service, a service reputation can only be earned – not bought.
We needed a larger copier for the office. After getting numerous demos and quotes, we settled on “Company X.” The “covers every foreseeable problem” service contract, cost about an additional grand, but seemed a fair price to pay for peace of mind. When our copier croaked this past August, Company X determined that an electrical storm had zapped the mother board. I quite correctly pointed out that we had not had rain for over forty days, but regardless was glad we had purchased the all inclusive service contract.
I was then sheepishly told that because we did not have a $15.00 surge protector on the power outlet, the service contract would not cover the replacement of the board.
“You mean I pay you a thousand dollars for a service contract and you don’t tell me that for an additional $15.00 the main board will also be covered if you determine the problem is electrical in nature?” Company X cleared their conscience by not charging us freight for having the new board flown in. Well, chalk this one up to experience.
In the copier business, our business or your business, mistakes are going to happen. Problems will arise. Doing everything possible to avert potential trouble is a given. How problems are handled is what defines true service. And what your clients say about the quality of your service is where integrity begins to be defined. Service is of no use to anyone if it is merely lip service. Oh, and by the way, if you’re in the market for a copier, give me a call and I’ll be glad to tell you whom not to buy from.