The Hinge Guys

"I wish every company we dealt with were like you." I hear this, or something to that effect, at least once a week. I don't say that to brag, it's just that bad customer service seems to be more common than not in this business. So why does it happen? Because delivering great customer service is hard to do on a daily basis. But it can be easier if you recognize the signs of bad customer service.

Sign #1 — Bad phone behavior

No one answers the phone. Getting lost in an automated system with endless menus and options. Going straight to voice mail. Getting put on hold and then hung up on.

A person should answer the phone during business hours. At SELECT, we call this one-stop shopping because whoever picks up is able to answer a customer's question and resolve the issue the vast majority of the time. Each customer service person has a special area of expertise when customers need more in-depth answers.

Don't fall victim to the big-box-store mentality. Remember, customers want to talk with a person, not a corporation.

Sign #2 — Staff who don't have the answers

When you get a live person, the person isn't knowledgeable enough to give you the right answer. Or they may make promises they don't realize are unrealistic, such as promising delivery on a certain date and then not following through.

Customer service staff should be experts on your whole operation so they can give the customer accurate information. In addition, make sure they are also experts on related products. For example, SELECT customer service staff studies about closers, panic bars, electrical devices and other hardware because our hinges need to work with those other products.

Whatever you do, don't make promises without knowing if you can fulfill them. Don't tell customers what they need to hear. Be brave enough to tell them what they need to know.

Sign #3 — A bad process for receiving, processing and shipping orders

Your order gets lost. Or it takes forever to arrive. And when it does arrive, it's wrong.

Accepting an order is only the beginning. Once the order is entered, check it for accuracy. Then send the customer an acknowledgement. Throughout the process, all departments contribute to good customer service, not just the people answering the phones. Because in construction, days or even hours can make a huge difference, especially if you're getting fined every day for missing a deadline.
Customs, assembly, shipping and other departments make good customer service happen. Everyone has to work together behind the scenes for your customer service staff to deliver.

Sign #4 — Saying "We can't."

When you have a complaint and ask for a resolution, the company says they can't do it. Or it's against company policy.

Good customer service means you have to troubleshoot. Ask what the customer is trying to do and see if there's another way to do it. For example, if a customer demands a specific model SELECT doesn't currently have in stock, we ask questions to understand the issue and see if a different model will work just as well.

Don't just say no. Help customers troubleshoot and solve their problems.