Why simple customer service is so important and how it effects business decisions and creates loyalty:
By Scott Weldon
Being north of Boston, MA I wanted to work with a local company to supply the candy, simple enough right?? Not so much you would think so but that wasn't the case here is my story and how the events have created me to be loyal to a supplier hands down:
At the beginning of the year I decided I wanted to put a simple thank you in with every order, that being a piece of candy. Being a local guy from north of Boston I wanted to use a MA staple in the candy business called NECCO, I had seen these little packets they make and thought hey that would be perfect to put in with every order and I am using a local MA company. I started my quest with filling out an online contact form (knowing in the back of my head that I would probably not hear back and would have to call). After about a week and really wanting to get this off of my to do list I decided to call, unable to reach a person I left a message stating who I was, what I was looking to do and how I wanted to use a local company. I then proceeded to leave not 2 but 5 voicemail's over the next 2 weeks assuming it may be going to a voicemail black hole I said it was time to change my strategy. I had to take a trip and flew out of Boston Logan airport and decided when I landed I drive right by the NECCO headquarters so I would stop in, talk to someone get the information I needed and that would be perfect. As planned I stopped into there office couldn't find a way in and met a very nice woman in the parking lot who works at NECCO and could tell I was a little lost in trying to get in. I explained my story to her on how I was trying to contact someone to get information so I could buy product from them to no avail. She very graciously walked me in, made a phone call and came back to me and said all the sales and marketing people are in there big meeting and if she could take my card she would get it to the correct person and even gave me the name and extension to the Chief Sales and Marketing Officer of the company feeling bad that I had not received a call back. I thought to myself maybe I was wrong, this woman was very nice, helpful and now sent me to the top- very cool. Over the next 2 weeks I left 6 voicemail's for this person and never received a call or email. I know most people are thinking I would not have left that many voicemail's but now I was really pissed off and so disappointed in this company that I was doing it for sport at that point.
Needless to say this story does end well, I then called Smarties a person answered the phone I was able to tell her what I was trying to do and why. She thought that was an incredible idea and was so happy I thought of Smarties. Now I have ordered thousands and thousands of packets of Smarties and I will be a loyal customer till the end. The side effect of the great customer service (I really wish I remembered the name of woman I spoke too I would like to thank her) is that I tag Smarties in every post, will promote them any chance I get and really want to say thank you, thank you for answering that phone and helping the little guy out.
What you see in the picture is a customers photo of a delivery they received from us this month www.nogginwear.com