“Consistency in customer service doesn’t mean you never have a problem. It means your customers can count on you if there ever is a problem. The best companies aren’t perfect, they make mistakes but they are excellent in the recovery.” – Shep Hyken – Find him on Twitter @Hyken
Service Express’ NPS score is an 88, which is top in our industry and showcases our dedication to outstanding customer service. This doesn’t mean we’re perfect. We’re in the service game – we do thousands of service calls every month, there is bound to be an issue from time to time.
Even if the mistakes are small, they can build up time. We say this to our customers up front, we’re not going to be perfect, but we promise to take the steps to address it. Those steps include:
- Owning it
- Explaining how we are going to fix it
- Making sure we put things in place so that it doesn’t happen again
Some of our most loyal customers are ones that we’ve had a service issues with. If you do this better than you competitors, this is where you win every time.