Everyone is probably already on the Holiday Rush mode.  Buying last-minute gifts or wrapping them.  It’s Christmas once again and although the world’s economy cannot be foretold, many people are taking chances in spending this holiday season.  We were part of those who took chances.  Why?  We need to spend to get the economy going again.  We are the economy’s future.

The one thing we couldn’t understand however, are the merchants who offer their product or service who doesn’t understand the meaning of “excellent customer service”.  People are already afraid to spend their hard-earned money, let alone be confronted by merchants who don’t seem to care about providing the best for their customers.   It’s understandable that there would be times when you will encounter a sales person or a CSR who’s having a bad day.  That’s excusable in certain situations.  We all have bad days and we certainly can understand that others can have them too.  But if you encounter the same type of service, call-after-call - then, it’s not a “CSR-having-a-bad-day” situation.

It could be one of two reasons:

1. The company doesn’t care about customer service, only the bottom line.
2. The company doesn’t care about customer service, only the bottom line.

Yes.  It takes excellent customer service that comes from the TOP to trickle down to their employees and relayed to the customers.  It is a contagious thing.   That is why we were not surprised to find SEARS to be on TOP with reference to customer service.

Do you know that SEARS (also known as Sears, Roebuck & Company)has a maximum 5 minute waiting time for merchandise pick-up?  As soon as you arrive at the merchandise pick-up section, the clock is turned on.  You can actually watch the clock do the countdown as they retrieve your package and deliver it to you.  Posted on the wall was their commitment and daily score (99.3%, 100%) on how they are meeting this goal.  We were very impressed that the merchandise we purchased was retrieved and delivered to us in under 3 minutes.  Now, that’s CUSTOMER SERVICE .

The only way merchants can KEEP customers is to offer something that is not being offered by their competitors.   Offer the best quality product or service, and offer the best customer service - you are sure to become successful.     Sears has been around since the late 19th century and is still around today.  The founder, Richard Sears worked as a railroad station agent ni North Redwood, MN.  At the time, all cargo are moved via railroad across the United States.  He received a shipment of watches that a local jeweler didn’t want, he purchased it and sold it himself for a little profit and repeated the process.  He then moved to Chicago, IL and met Alvah Roebuck who joined him in the business.

SEARS was the company who made mail-order catalogues famous.    The company became known for excellent product quality and customer satisfaction.  To this day, if you purchase a CRAFTSMAN tool, they will honor a lifetime warranty.   You can actually buy used and old CRAFTSMAN tool like wrenches and the like from garage sales, take it to SEARS and they will replace it with a new one for you with no questions asked.

Companies will come and go.  Excellent customer service will save them from going.

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