There is just no substitute for great customer service and taking care of people. I was recently reminded of this when dealing with a provider in one of my businesses. They lost their relationship with me because of how poorly they treated me.
The company offered a service I use to help manage my business and then one stopped access to it for the business. I checked and everything was up to date, there had been no issues or anything that we could find. I then got a cryptic message saying they had suspended service and to get service back up, I needed to provide more detail about my business.
I thought this was odd, so I got on the phone with their support and discussed why they needed the detail they needed. They were less than helpful and would not give me a good answer. Instead, they said that in order to re-instate services, I would need to provide the requested details. They told that if I did so, in 24 hours things would be resolved and that it would be restored. I obliged and gave them the detail they asked.
3 days later I got a message back from them stating they needed even more detail and wanted things that didn't even make sense for the services they were providing. At that point, I was done. They were rude, not forthcoming, and did not live up to their promise in that if I provided what they originally wanted, things would be re-instated.
This company lost a long-time customer simply because of their service and the way they treated me and my business. It today's age, it can month's to find a customer and seconds to lose one. It is much easier and less costly to keep a customer and care for them than it is to lose them. This company forgot that rule.
In any business, customers are your lifeblood and you should love them and do everything you can to take care of them. It's a simple lesson that gets forgotten more and more - There is no substitute for great service, period!
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