What makes you use a company time and again?

[Suki Wingy]

Quality. No matter what, if the service they offer is thorough and well done, I will probably go back. Same with products. If it lasts and does what it's advertised to do I'll probably go back to that company. Common sense.

[kokopup]

I personally would not be encourage to refer a person based on a referral fee or discount on my next service. I refer people to a product or service based on how good the product or service is.

When i call for service I hate talking to a computer or playing musical
numbers with a phone tree. Try to give your customer some direct access.

If you have a problem admit it, do not try to blow smoke. I fought with
ATT for months over a DSL that would go out every time it rained. It
was never their problem. They blamed my OLD (14 year) house wiring.
It wasn't wired with the latest cat 3 /5 wire. I'm an engineer and knew
the wire had nothing to do with it going out when it rained. I rewired
my house because they said it did not meet there current standards.
Changing the wire made no difference. The problem was finally resolved when the rain only problem became an all the time problem. They found a broken cable more than a half mile from my house.

If you give a good honest service and do everything in your power to
please the customer the word will get around. Give bad service that
will also get around. If you make a mistake, admit it , do not try to blow smoke to cover it up. Just like politics, it isn't the mistake that gets you it's the cover up.

[Edwina's Secretary]

On the subject of referral discounts...I am not likely to use them. But I do refer vendors if I am happy with the product/service. I'm not looking for a price break. But a very sincere thanks for the referral would be very effective with me!

[sasvermont]

I think it has to do with "the match" in needs and personalities. I like a certain style of service and if I find that match, I stick with them/the company. If the style changes, I move on to another company.

My usual needs are:

A human answering the phone

Scheduling that makes sense, based on need, not just when you called

Effective problem solving

Fair and flexible people to work with.....

__________________________________________________ ______

Having been in retail now for oh, four or five months, I can see that I clash with certain (usually really stupid) people. I respond to being treated nicely and with respect.

When it comes to being on the receiving side of service, I try to be as polite as possible. I sometimes fail at it, but often bounce back to being nice.

I prefer small businesses to large businesses. I try to stay away from the huge companies....but sometimes have to deal with them.

I think you will attract and KEEP customers most suited to your personalities, if you act naturally and keep them informed of your methods of service. If it is a match, then fine. If you have someone looking for value only, then maybe you won't be able to keep them as a customer.

For example: I have a plumber that comes in my home to do work after my calling him with the problem. We never meet - I leave the door open, he does the work, leaves me a bill, I pay it. I trust him - and have had to have him come back to re-do a thing or two, but I trust him and his abilities. I am a no nonsense type of person. I do not comparison shop for plumbers but some folks would and do.

Its like dating....... if it's a good match, then consider yourself lucky!

[mruffruff]

I want to talk to a person when I call, not a machine. I have bypassed many service companies that only have an answering machine or voice mail.

If it is an in-house service, show up when expected. At the very least, call if something comes up.

Do the best job possible. Explain without treating me like I'm totally stupid.

Like anyone else, I'd love to get a discount. But I'd rather pay a little more for good service. I'd stick with a company that respects my needs.

[Killearn Kitties]

I would not give a friend's contact details to any company because they gave me a discount. I would pass on the details of firms who had given me a good, cost-effective service to my friends.

Obviously I will take the service for the lowest price they can offer, but I would not put price above service. I don't think there are any short cuts to growing a client base. If you want my money, I expect you to do what you say you will do, I expect decent communication - if you can't be here when you said you would be, let me know.

So far as mistakes go, everybody makes them. Deal with me honestly and I will treat you the same way.