Customer service is one aspect of doing business that can make or break how a business is perceived. Now, in my experience, some of the worst customer service is provided, or not, by the various telephone companies around the country, and maybe the world. We just experienced two days without phones because of changing carriers and all the new technology involved with telephones now. I won't go into detail but suffice to say, the help I received from my local rep for the new provided was not quite up to expectations.
Now, I have to say that we have always prided ourselves in giving customer service above and beyond, or at least we try. As an example, I just spent somewhere in the neighborhood of one and a half hours on the phone with a customer chasing a brake problem. This was not all at once but in a series of calls. He gave me his situation and I gave him ideas to look at or try. Now, this customer had only purchased the pedal and booster/master from us, none of the rest of the brake system. As we talked back and forth, the idea of a bad residual valve started to look like the culprit. I had offered to replace them to see if that cured it. During the last phone conversation on Friday, we were discussing the actual brakes front and rear. I told him that I was not familiar with exactly how the front brakes were mounted but suggested that he check the orientation of the bleed screw to make sure it was at the top. We parted with the understanding that we would talk again on Monday with any new ideas.
When he called on Monday, he had cured his brake problem. Seems when the put the brakes together on the rear end (Ford Explorer discs) he inadvertently swapped the calipers from side to side and the bleed screws were at the bottom. He swapped the calipers and cured his brake problem.
Now, this is an example of good customer service. I spent quite a bit of time trying to help a customer, which I am afraid doesn't happen much any more. I have another story about trying to help a customer with info and going between the customer and another supplier that wasn't as successful but, that's a story for another time.