My client at The UPS Store is just terrific. He really does believe in customer service and I like writing about it. Being an actual customer and all...
One
of the things I love best about what we do is the people we serve. Small
business will always succeed at customer service better than the bigger
chains because we have more invested in making things right.
Local businesses depend on our customers,
every single one of them. Our lifeline is in the thousands, not the millions,
so we need to make sure every single one of our customers has a positive
experience. We’re not expecting balloons and thank you notes; we count our
successes in seeing the same people over and over again.
Small
business is like a hometown, you know your customers, and recognize them when
they walk in the door. One of the things that’s always bugged me is even though
I might go to the same big box store more than once, I never see the same
people.
Contrast
that to our store. Even though we bear the UPS name we’re an independently
owned small business. We offer shipping services, mailboxes, printing, banners, and more but the best thing we offer
is great customer service.
I
read a really great line in the Harvard Business Review about small
business customer service that I really love:
The two best customer service practices are sincere empathy over indifferent calmness
and common sense over standard operating procedure.
This
basically means that at our store we banish the blank look a customer might get
when they have a problem, whether it’s a need they need fulfilled or (shudder)
a problem we caused. We also don’t have to follow a strict company policy or
ask the corporate office for permission make an out of the ordinary decision.
If
a customer needs a bit of extra service we’re glad to offer it. We love the
chance to go above and beyond, it’s fun for us.
The
other side is true as well: if we make a mistake we own up and try our best to
make it right. We’re in this for the long haul.
So
when you find yourself wondering, “Where should I have this printed?” Or, “I
wish I had a mailbox in a safe place and someone to email me when I get a
package.” Or even, “I need a banner, a really, big one.” Just call or come by
The UPS Store, Oak Park Commons. We’re looking forward to your business.
