Great Product, Great Customer Service

I work for a company that makes travel wraps for babies and young children that fit in car seats and buggies.  I am always astounded at the amount of positive feedback we get.  People take time and effort to email, post on Facebook and tweet how much they love the product but also how they have found it useful in their daily lives.  They will often tell us that they have taken the travel wrap on holiday and that it was really useful.  They also tell us about their family , things like they have other children to get to school or nursery and our travel wrap makes a huge difference to getting out of the house quickly and easily in the morning.  They sometimes mention great customer service that they had or how quickly an order was sent out.

It gives me and my colleagues a huge sense of satisfaction knowing that we are getting everything right, which is of course what we are constantly striving for.  I have always wondered whether other products and companies get this kind of positive feedback unless they do a customer survey and ask for it.  Of course there are always the odd occasion when someone isn’t happy for various reasons.  I think many people in companies dread this, but in a funny sort of way I see this as a challenge.  It immediately makes me want to solve the problem so that the customer goes away even happier.  I think something that we all dread is taking an item back to a shop because there is a problem and expecting it not to be straight forward.  I like to make these customers feel that we resolve the problem better than anyone else and go away feeling like we are so fantastic that they will definitely come back again despite the problem, because we have dealt with it so well. 

I know that we are no means perfect and there are always things to work on, but the important thing is that we are always trying to get there.  This doesn’t just stop with customer service, but also with our products.  If someone makes a suggestion as to how we can improve our travel wrap, we always take their suggestions on board and sometimes act upon them if we agree that will be the best course of action.

The best thing for me is that although I have always loved our travel wrap and think it’s a great product.  We get daily confirmation that everyone else thinks so too and in some cases customers have been emotional and passionate about how the product has actually changed their life.  That makes our job completely worthwhile and keeps pushing us to go on and create better products and even better customer service.