About a year ago, my wife and I decided to build a new house for our retirement.
I never knew how complicated it would be to get all of the permits. I’ll save that story for another post. Anyway, we got through it and we were ready to move ahead. I had just finished backfilling the foundation and knew it was time for carpentry. I know this may sound crazy, but I intended to complete the construction by myself. I can ‘hear’ you question, “Are you sure you want to do that?” Yes, it’s okay, I’m a pretty handy guy and I can build it.
I sat down at my old kitchen table with my blueprint in hand and came up with a lumber list of 18 items. I made my list the old fashioned way…on a sheet of notebook paper with the quantity and description next to it. Just like this: 206 pcs 2 x 6 x 92 5/8”. This should make my visit to the lumber yard go quickly and my order accurately filled.
I try to know as much information as possible before making a large purchase, so I used an app from one of the big box stores. Based on the number of lumber pieces, I had a pretty good idea how much the bundles were going to cost.
Because I am a local business owner, Beaver Creek Golf Carts, and the former mayor of Braidwood, I believe buying local is a great decision. So, at 11:00 a.m. I made my way to the local lumber yard. I already knew where the customer counter was and began to make my way to start the lumber order. However, I noticed that 2 of the 3 workers quickly disappeared. Hum…
I stood at the counter for a couple of minutes before the third salesman acknowledged my presence. “Help ya?” he said. I explained in detail that I was building a house and had a list of materials with me. “I need a quote for the following materials,” I said, as I neatly laid out the sheet of notebook paper on the counter. He replied, “I’ll get it to you tomorrow.” Hum…. Not ideal, since this was Thursday morning and I wanted to start framing the house on Monday.
Next, I asked, “Can you deliver by Monday?” His answer was, “Tuesday, maybe next Friday. I don’t know.” Well that clarified it for me. I asked when he would know and he said, “When I get the quote done.” Ah, even more clarity. I picked up my piece of paper, thanked him for his time and left. As I left in disbelief, I drove to the big box store, wondering how this one would go.
I found the counter and as soon as I got there, I handed the young man my list of demands. He started to type in his computer and about 2 minutes later, he handed me a quote. It was exactly what I was looking for including quantity and price. He also included an 11% rebate, which was their current promotion. Then I nearly fainted when he said, “We could deliver your order tomorrow. Would that be okay?” I made my deadline and began framing the house on Monday.
It was obvious which store had the quality customer service.
It got me thinking…
As the owner of Beaver Creek Golf Carts, I have constantly instilled the value of customer service…from the persons that greet you as you walk in, to the mechanics in the back of our shops. So, I wondered, what safeguards have I put in place to ensure a consistent customer service experience?
Not to weigh you down with pages of documentation, here are the Top 6 Customer Service actions Beaver Creek Golf Carts takes on a daily basis. Not in any particular order.
No. 6 After the mechanic completes any repair or service, the golf cart is test driven by a quality control person.
No. 5 Be proactive, attentive and responsive with all customers on the condition of their golf cart.
No. 4 Use highest quality parts, OEM parts where possible for a long-lasting ride.
No. 3 Use the latest, proven, technologies to properly test and analyze golf carts.
No. 2 Answer customer requests as quickly and responsively as possible.
No. 1 Regular meetings with all Beaver Creek staff focusing on customer service
I take great pride in my business, and appreciate when good words, or no words (100% complaint free on BBB website) are shared. So next time go to the store and the customer service doesn’t reach your expectations, be sure to go to a place that matches the good person that you are.