What makes you use a company time and again?

[finn's mom]

Good customer service. Pride. David and I both drive 45 minutes to get our oil changed. He's been going to the same place for about 7 years now and we don't go anywhere else unless we absolutely have to. The guys there are good to us, kind and prompt. They have a clean restroom and a comfortable waiting area. Their price is decent, although I can definitely get it done cheaper.

I have been going to the same vet (sometimes driving an hour just to buy heartworm preventative) for 13 or so years. Not only is she great with my pets, she's straightforward and intelligent. I have only heard a few times of a vet that continues to go to school to learn more about the trade. She educates herself constantly and is always striving to improve her practice. She does rescue work as well.

I almost exclusively buy my produce from where I work, Sprouts Farmers Market. It's rare that you find inexpensive and good quality. And, even before I started working there, the customer service was outstanding.

An instance of what would make me NOT return to a business. David and I went to a local hospital to see what it was like and check it out as a possible delivery place for our baby. We wandered around aimlessly for about thirty minutes trying to find someone to tell us where the women's center was. We never did receive any help. I wouldn't go to that hospital unless i was taken there in an ambulance for an emergency.

[pomtzu]

Customer service is very important to many people. When I was still working I worked as an account specialist/customer service rep for a large manufacturing company. Our prices definitely weren't on the low side, and when many clients started buying imported items, it was more important than ever to provide top notch service to those who chose to continue to do business with us. Many of my accounts stayed faithful to us because they knew I would go above and beyond, and even "bend the rule" for them, just to get the job done. Once you have gained someone's trust and confidence, they will usually stay with you. And never try to bluff your way out of a negative situation - it will come back to bite you. Admit there has been a mistake, and then rectify it immediately, if not sooner! Never push it aside with the attitude that "I'll work on it when I have time - I have other clients/matters to attend to first". A sure way to lose a customer is to sweep THEIR problem under the rug!

[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.