The Value of Customer Service

Investors from across the globe bought into the dream that was to be the ‘Al Hamra Village ‘

“… an exclusive residential and leisure resort…… a picturesque sight that is set around salt water lagoons, a championship golf course and its own marina…. allows property owners a chance to redefine the meaning of luxury living.” – www.alhamravillage.com website

We, the investors took the leap and put our faith in Al Hamra Estates LLC to deliver the dream. Needless to say, we have kept our end of the bargain by making payments on time according to the payment schedule.

But what about the developer, have they kept their end of the bargain? The short answer is that there is growing unease amongst investors, a growing realisation that we may have been duped by slick marketing. Sadly, most investors are now getting disillusioned and are very unhappy with Al Hamra Estates’ track record of customer service and intent to deliver the project on time and to specification.

It might be instructive if Al Hamra were to take note of some basic lessons on the value of customer service (taken from Amazines.com, by Murad Ali):

Lesson 1: “Quality in a service or product is not what you put into it. It is what you client or customer gets out of it” – Peter Drucker.

Large corporations sometimes start believing that they are more important than the customer. Their processes, procedures and even their name become the standard way of doing things and customers who don’t fit within these policies are just out of luck. Sprint, as well as other businesses, should continually focus on the value within their product or service. If the customer isn’t getting as much value as they are paying for then they will likely go somewhere else.

Lesson #2: “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” – Jeff Bezos

Each time Sprint, or a business, annoys a customer there is a chance that the customer will run out with their anger and post negative messages throughout the internet, tell their friends at work and do the company harm. Even though the situation is annoying the customer has that right because they are paying for a service and they are unhappy with that service. Therefore, it is necessary to treat your customers with the highest level of flexibility and respect.

Lesson #3: “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – Donald Porter

There is no perfect service in the world today. Therefore, there will come times when mistakes will happen, a product will have a defect or there will be other issues that are not to the customers’ satisfaction. When these mistakes happen the customer calls in and is giving Sprint, or the business in question, the chance to actually solve their problem. In many cases the customer is being benevolent by giving the company this chance instead of dropping them all together. If the company can’t fix this problem, doesn’t care about this problem and treats the customer as though he or she is a nuisance they may end up losing that customer.

Lesson #4: “Being on par in terms of price and quality only gets you into the game. Service wins the game.” – Tony Alessandra

A company may have a great product or service and this is what attracts people. However, once people have purchased that product or service the company needs to show them that their service is adding value, that they are trying to solve problems and they are a partner in the person’s success. It is the service that makes your company or service different from all the other high quality and superb products available on the market.

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3 Comments

  1. Mr WordPress said,

    6 January 2009 at 2:56 pm

    Hi, this is a comment.
    To delete a comment, just log in, and view the posts’ comments, there you will have the option to edit or delete them.

  2. dubainomad said,

    7 January 2009 at 11:35 am

    It is essential that investors keep an eye on their investment, well done, keep up the good work!

  3. Adam Huss said,

    25 January 2009 at 4:31 am

    Hi

    Its good to see someone is keeping pressure on the developers. I hope they extend the payment plan. Its going to be difficult otherwise. And i wonder what late payment charges are going to be applied.

    Also, can someone tell me how i can also join the buyers team/group and be kept informed of progress. Many thanks to all.

    Adam – UK

    Keep up the good work.


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