While on a recent outing to Home Depot, I happened across the line of Dremel products and a big sign caught my eye. It was a 1-800 customer service number that you could call right there in the store!
So if you were looking and had any questions at all, you just dial them up and they advise you on what Dremel accessories you might need.
Now I don’t have to tell you what that would mean to the salesperson going to pitch larger shelf space for Dremel’s products. A typical question that purchasing agents at big box retailers ask is “How will you support our sales efforts” (they are looking for what type of marketing you’re willing to do and then make you pitch in to pay for their ads – but that’s a different subject). How awesome would it be to answer, “How about if we give your customers live 24/7 access to our customer service department so that all their questions are answered right here in your store?”
Most of us are not fortunate enough to have such a customer service department as this, but what can you do to get closer to this goal? Well, I suggest talking to your customer service department if you have one and relate this story. Tell them that you realize they are stretched so very thin already, but this display was so motivating that you were hoping to work with them to install some systems that might get you closer to this.
If going up and asking these questions makes you uncomfortable, you must not have followed our previous recommendations to integrate with the CS department – so start now.
I pinged Dremel’s customer service department for a quote on their basic customer service philosphy several months ago and never got a reply, puts a bit of a stain on my theory of their busines model.