Customer service - why we try so hard

I don't understand rubbish customer service.  Why would a company do that to its most valuable asset?  These are the people who are willing to pay you to give them something you want to sell.  These are the people who will tell their friends, family and colleagues ad-infinitum when they're pleased with something they've bought.  These are the people who will buy from you again if you treat them well.

The ones who contact you with a complaint?  These can be the most valuable customers.  Listen to them and you get valuable feedback on how to do things better.  Treat them well and they become your best advocates.

I loathe customer service centres.  I especially loathe the premium number ones that give you multiple menus and then keep you on hold even though "your call is very important to us".  Well sorry, but it was that important they'd employ enough staff to answer in a reasonable time.

I know big companies have to find more and more efficient ways of doing things so they can satisfy market expectations in these hard times but there are limits.  It's so frustrating when you talking to someone who is reading from a script and has to go through pointless steps when you know they can't help and you need to get to the next level quickly.  It's equally frustrating when you hit a brick wall of jobsworth and obdurancy.

Phew, I got a bit carried away there.  And breathe.... 

So we try with all best endeavours to look after our customers.  If they have a complaint we try to resolve it as quickly as we can.  If our customers are happy it can only be good for our business can't it?  We welcome all feedback from our customers as reviews on our website www.m-techdesigns.com for phone cases or www.m-techcomposites.com for rally and other composite parts. Pick up the phone, tell us. We operate on continuous improvement and your feedback helps us to do this.

If you'd like to comment on any companies with particularly good service we'd be glad to give them a mention.