Customer Service and Conflict

What would you say is a huge attribute to success in a business?

As a customer service professional, I have always learned that the MOST important aspect of running a business is providing for your customers. We must provide the best service and the best products to make our companies succeed…and service is usually the most important. That is why it is so difficult when we are not able to do what our customers want us to do. What does this mean?

It’s hard to not be able to give our customers everything, but you probably know that already.  Whether you are providing a product or a service, working in an admissions office or an auto repair shop, you want clear communication. You also want to have happy customers and good relationships. So how do you balance all of it?

You have to have clear instructions and descriptions of what it is you are providing.  For example, at Trouble Free keys, our listings must be accurate because we custom cut everything. When ordering a key online for a lock, it’s important to get all the details correct. The number one issue that arises is when a customer of ours orders an incorrect key. For example, we have had customers order HON file cabinet keys when they were looking for keys for their toolboxes or truck toppers. When we receive an order, we locate the correct key blank, look up the key on our software and cut the key as ordered. Then we mail it to our customer. When the key does not work for a customer’s travel trailer because they ordered a file cabinet key then we receive a message and it’s a difficult situation. This presents a conflict that needs to be resolved with the customer. Our biggest (and probably yours too) tool is to have clear instructions on what you are selling, whether a good or service, and what that entails. Basically, we have our product details on our website and the customer can see them.  As a customer you need to make sure to take in all the details of a purchase in order for a business to be successful and for you to get what you need.

If you are ordering a key from us: 

First – Know what you are ordering. Look at the complete listing and confirm that it lists exactly what you need. Make sure that a listing says, “office furniture HON,” and that is what you need. You need to know the manufacturer first.

Second – Make sure you are good on the first step. Then the numbers must match exactly. A 127R key is not the same as an R127 key.

Finally – If you are still unsure, shoot us a message and we are happy to help! Our goal is to always get you exactly what you need. If it is something that we do not have listed, we have many contacts in other key-cutting online sources and will research to help find what you need.

That’s it. The last thing that we want to do is send you something you do not need. That just wastes your time and resources and both of those things are necessary for you to run your business and do your job for your customers. We want to do the same. Because we wait for your order and then custom cut your order, it is most likely going to be different than the other keys we cut. We have thousands of key options so we cut when you order. If you order incorrectly, we are sorry for the mistake, but to refund the purchase is not the right thing to do. We all make mistakes so depending on the number of keys you need we may be able to provide an additional discount for a correct set for you. Just always reach out and let us know how we can help.

Again, customer service HAS to be the number one priority when running your business. Develop relationships however you can and be honest with your customers. Many things in your line of work could be an easy mistake to fix that will not cost anyone anything but a few minutes of time. Other mistakes, whether they are yours or the customers, will cost money and that may be a difficult part of your job to work through. If we send someone a key incorrectly cut because we did it wrong, we want to know right away. We will confirm the correct key versus what we sent and get a new set out right away at no cost. If the keys we sent do not work and we find that the customer ordered a Steelcase FR400 key but they have a travel trailer they were ordering keys for that has the #400 on it, we need to work through that situation hoping that our customer can see his mistake and not demand a refund. Honestly, many times our customers push for the refund and we just need to do the best we can for the integrity of our business, and I am sure those situations come up for you as well.

Whatever the situation you run into in your life, be kind and respectful to each other. Address the concerns of your client/customer. Be honest and kind when explaining the situation from your perspective and what you CAN do for them. We are all doing the best we can and living in times where outside influences that have nothing to do with a little file cabinet key might cause an issue with that file cabinet key mistake. Or that custom paint job on the car. Or that mistake in signing up for a class and now the other one is full. Or ….any one of millions of little mistakes that may turn into larger emotion. Let’s all do the best we can.

More on how to provide great customer service- https://beldingtraining.com/customer-service-pillars/