This week is Customer Service Week and we thought it would be appropriate to talk briefly about how good customer service is achieved at Z&Z Medical. As a business owner we always like to brag about our companies and sometimes the stories can get a little exaggerated. But I have to say that the following comment is no exaggeration about our company. The number one comment we get from customers about Z&Z Medical is, “I love your customer service”. We read it on Google reviews, get emails and phone calls with that comment and hear it from customers that were referred to us form someone that made that comment about Z&Z. It’s a very satisfying feeling to know that our people do what ever it is that produces that comment so often. Now I wish I could tell you the formula we use that causes our people to offer such good customer service, but I honestly don’t have that information. So, I’ll do my best to explain my assessment of where this attitude comes from.
First and foremost, I believe much of it comes from being located in the Midwest region of the US. And not only the Midwest but also a small town, less than 40,000 people. We are made up of farmers and small businesses that run at a lower stress level than many major populated cities. We are raised to talk to our neighbors, say “hi” and wave and even offer a helping hand to someone in need. We don’t sit in long lines of traffic or waiting lines at the coffee shops that often cause stress levels to rise which are then carried right into the office and our daily work. Our nature is just a little calmer and friendlier than you find in crowded cities and our attitude toward life is just a little more relaxed. This natural attitude helps to offer a little more patience to customers and the desire to go the extra mile to ensure we meet the needs of our customers. It seems to come naturally and not something that we have to be taught. That’s not to say that we don’t have a temper or don’t get angry. It just seems that our boiling temperature naturally runs a few degrees below someone that deals with the hustle and stresses of big city life.
Another area that helps to offer good customer service is the atmosphere that we all project in our office every day. I know the office can be a source of tempers and conflicts of personalities, but the owners and supervisors always project an attitude of getting along and working together to get through the day. Rarely will you ever hear someone raise their voice to a co-worker or subordinate. The attitude in the office is one of kindness, acceptance and getting along with the group. With this attitude in the air, it makes it hard for someone not to adopt that same outlook toward their job and the customers. They see this approach is how we treat people around here and it makes them want to fit in by doing the same. Once you adopt that attitude toward your co-workers, it becomes natural to treat the customer the same.
And finally, I think one of the most important things when it comes to offering good customer service is to always reply to a customer request and doing so in a timely fashion. I am amazed how such a simple thing as answering a customer’s question is so overlooked. By replying to the customer, it gives them a sense that someone is working on their problem. This seems like such a simple thing but I cannot tell you how many comments we get thanking us for calling them back or emailing a response and also for following up so quickly. In this time of staff shortages and low worker morale the customer is so pleased by just getting a response to their issue and knowing that a real human is working on it.
One last thought, the next time you are dealing with a sensitive customer service issue, try to look at the situation from the eyes of the customer. Just like you, they too have stress, deadlines and worries in their day. Wouldn’t it feel good to be the one that takes just a little of that stress or worry off their shoulders for a few minutes. Never miss an opportunity to make someone’s life a little better.