Are we hearing you?
We received a pleasant and courteous testimonial from customer this morning. I want to be clear on where I‚Äôm going with this‚Ä¶it‚Äôs not unusual for us to receive smiles, handshakes and appreciative comments for the end to end service we provide to the forestry and firewood industries. That said, I felt it an opportune moment to let our customers, contacts and suppliers know what feedback means to us.
There is an old saying, ‚Äúit‚Äôs the quiet ones you have to watch out for‚Ä¶!‚Äù
This is never truer than in customer service and quality management, because it‚Äôs the quiet whispers of discontent that will ruin even the most well-established of businesses, and only those being vocal in their requests can expect speedy support and resolution.
On a daily basis here at M.Large we deal with complicated hard working machinery, both selling quality tools we‚Äôve had employed in our own premises before distributing to a wider audience, and also in the essential aftercare side of things.
The testimonial we received (we won‚Äôt embarrass the sender by naming him or quoting verbatim) concerned a requirement for advice on a minor fault that was resolved through the replacement of a wear and tear consumable part.
Once the customer contacted us the ‚Äúfriendly advisor‚Äù in question spent the time on the phone to ascertain the issue, and used our experience to pinpoint the issue and resolve rapidly. This speedy resolution is what the customer hung his comments around, to the point that he took time out of his day to pen his thoughts.
To me that seals the deal, for a customer to sacrifice personal or business time to send praise to a supplier, means that we‚Äôre definitely on his Christmas card list now!
So it becomes apparent then how feedback works. Whether positive or negative, we want to hear from you. If you‚Äôre happy with the service and advice you receive from M.Large, tell us. If you have a problem, get in touch as soon as you can and we‚Äôll do everything we can to identify the cause of the issue and where possible resolve in a timely and mutually agreeable manner.
We grow with your valued support, we hear what you say, and we learn something from every situation.
So with that in mind, are we hearing you?….loud and clear!