Saturday, April 07, 2007

How important is customer service - Part III

OK - last post on this topic.

I finally got the AC adapter a few days ago. It's been a whole month of frustration, but it's great to have a working computer again. Oh, I have HP's extended warranty, but apparently that din't count for much in this whole process.

Back to customer service.. In the small company I work at, all I have to do is run downstairs to see if we have something in stock when a customer needs something. All I have to do when there's a customer that's overcharged, is walk to our accountants office, and in under 5 minutes, we sort it all out and have a happy customer that's very satisfied with the service we provided. A customer received 2 defective products, and requested it to be tested before we sent out another one to him, so I tested it myself for 3 days, and sent it to him.

We are a small company, and of course, we want to grow- but how do we maintain the efficiency and amazing customer service once we reach the size that HP is? Are we still going to play basketball at 4pm everyday? Or are we going to be so busy expanding that we stop having fun doing what we do? Where's the balance? And more importantly, how do we reach the point where we are growing, and still keeping customers happy? HP certainly hasn't figured it out. Hopefully, along the way, we will.