Customer Service is a big deal
“It takes 12 positive experiences to make up for one unresolved negative experience.” = “Understanding Customers” by Ruby Newell-Legner.
I have a notebook filled with horror stories. It isn’t a diary of my daily life, but instead a diary of all of the poor customer experiences I have witnessed. It’s an odd thing for someone to write down, but that is what led us to here. We put a focus on understanding why service is so poorly provided by so many companies. One thing we have learned time and again is that regardless of the actual problem, it is how the person on the other end treats you will drive the end result.
That is what led us to here. We don’t want to have to keep a diary of poor experiences any longer. We care less about what the root cause of the problem is, but more about how we are going to resolve it for the customer. We understand empathy, we know how to take that customer who will “never buy from here again” and turn them into your number one. We drive experiences rather than reactive events. Customers should love contacting us, not dread it. We don’t say “I don’t know“, we say “I’ll find out“. We will be the friend that the customer needs to get them through their journey.
-Stan Gromer, Chief Doer of Stuff and Things
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We ensure every customer is treated as if they are your #1 Client