How Do You Measure Customer Service?
Today's blog post is a guest post from someone who's been with Map Your Show since its inception - our Project Manager, Jane Sweatt.
Our sales people do a bang-up job of selling our software, our services and our products. What’s maybe not so easy for them to promote is our customer service. After all, it’s not a tangible thing you can roll out and show prospective clients or something you can demo on a conference call. But, isn’t it maybe one of the most important aspects you should be looking at when deciding on a service provider? Bottom line is that you can have the most awesome, state-of-the-art gadget and if it is constantly breaking down and all you have as a recourse is a generic email address to contact, then you’re not going to be happy with your new toy.
So, how DO you quantify support and service? Maybe it’s longevity and time spent collaborating. Between all of MYS’s employees, there are over 318 years of experience working for either Map Your Show or our parent company, Gardner Business Media. I personally have been working with Phil, Don, Ben, Jerry and Julie for OVER twenty years. You don’t work that long with people successfully unless there’s some stellar communication and cooperation. And, in a culture where Millennials are normally jumping ship after a year or two at a job, ours tend to stick well beyond today’s average, and consistency just matters in your customer service.
Maybe it’s location. Of course, we have sales people in other locations; that’s the nature of the sales beast. However, MYS has its developers, its customer service team, and its database folks all together - in one large warehouse style room. When you’re onsite at your show and you have something crop up – and it’s time sensitive and important – well, it’s pretty simple for your account manager to get up and walk twenty steps to the person who can fix that issue.
Maybe it’s communication. I know there’s a stigma about meetings, meetings, meetings, but we do weekly meetings with each of our teams. I sit in on a good number of them and the collaboration can’t be beat. Someone has a question and five other people pipe up with a potential answer or solution. I almost never leave one of these meetings without feeling like I learned something new.
Customer Service can be defined in many ways. In part, it’s the assistance and advice provided by a company to those people who buy or use its products or services. It’s also about being a good public face for the company. We think we’ve got both of those down pat.
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