The Simple but Critical Nature of Customer Service

I tend to spend a great deal of time thinking about the way in which I offer customer service--- the way in which I take care of my clients, really attempting to go that extra mile whenever possible (thus the idea of the motto/mission “Serving Clients Full Circle”).  But when that same level of customer service comes to me as the actual customer, I marvel at it.

Recently, like most people, we needed a little work done on our cars. Based on a recommendation from a friend, I took both of our autos in the last month to a new auto mechanic shop. To say the least, I was blown away by the thoroughness, the communication, dedication, and the overall experience. While I did not like paying for the repairs, the process was somewhat enjoyable.

This is a great reminder that people will invest if they know the value is evident and they’re taken care of, treated with respect during the journey. Much like expensive repairs/ upgrades to the cars, donors will invest in organizations if they know what they’re going to get and it’s going to make a difference---plus being treated as a person, with respect. 

For me, my family is safe. For donors, the ability to make a difference. For me having constant communication about when the car would be ready and meeting expectations about what was said allowed me to plan my days. For donors knowing the process for engaging and making it easy for them to make the gift, with the gift officer doing as much of the heavy lifting as possible.

It seems so basic, the idea of good customer service. But as I go along in life, when it does happen, I seem to be more and more surprised. A good lesson for us all about how we take care of those who choose to trust us with their benevolence.