How Do Your Favorite Companies Do Business?

Have you ever stopped to think about the reason you do business with the companies that you do? Sometimes, I’ve gone into a fast food place, ordered something from a business, or a service or a product over the phone and had such a poor experience that I’ve wondered, how do they stay in business? It’s interesting that some put so much emphasis on customer service, while others just don’t. However, customer service isn’t the only thing that draws and keeps customers coming back. What does it for you?

On the other side of that coin, why do some customers show their appreciation for you as a business owner or worker while some seem to do whatever they can to complain or make things difficult for you? We’ve all experienced both scenarios and I guess all that can be done is to put yourself in the other’s shoes.

As businesses that serve our community and as customers who frequent them, I believe that there has to be a genuine desire to provide an experience for customers or clients that they can feel good about. They need to feel like that company, from the very first person they come in contact with, to the completion of the interaction, truly wants to help them with whatever they are providing. When employees give off the impression that they are ONLY there for the paycheck at the end of the pay period, it becomes quickly apparent that the customer’s best interest is not in mind.

First impressions are of utmost importance, of course. Along with the personal interaction, there also needs to be a feeling of professionalism and cleanliness. This is achieved and perceived in how people are dressed, how the shop, store or office looks when you walk in, or when someone shows up at your house for a service call.

Immediately on the heels of that first impression is follow through. Is the service good? Is the food tasty? Am I getting good value for my money? Are the employees attentive to my needs and requests? Do I seem to be a bother when asking for something, or does it seem that their main focus is me as the customer? Will they do what it takes to create a positive experience? Do they deliver what is promised and in a timely manner?

Finally, a very important part that sometimes is forgotten: the follow-up. In a food setting, a simple visit from the wait staff asking how everything was will do, but how nice it is when an owner or chef comes through and checks on customers. I like a follow-up thank you card from a service organization to say thank you for using us. A telephone call can also be appreciated, with a short message that you as the customer are appreciated.

With these three “Fs” – First impression, Follow through and Follow up, we can create a great experience for our clients, and, as customers, we can evaluate the businesses we choose to use.

At Prescott Maid to Order, we strive to offer only the best experience and quality service and we thank all of our customers for their continued support. QCBN

By Lucy Leyva

Lucy Leyva is the proud owner of MTO Janitorial LLC, and Prescott Maid to Order LLC, both local cleaning companies based out of Prescott Valley, serving Northern Arizona since 2005. For any cleaning inquiry, please contact us at 928-772-0004 and/or visit our website at mtojanitorial.com.