Recently, I experienced an issue with a company that I was dealing with on a personal level. This company was a fairly reputable company, and I had purchased some items for future delivery. When the items failed to show up as promised, I called in again. Apparently, there was a delay. It would be three weeks later. When I asked for the charge on my credit card to be reversed until that time, I was told that it would be done that day. After two days and no credit issued, I called again. This time, I was told that I would receive a call from a manager that morning. After 2:00PM that day, I called back and asked to speak to a manager again. This time, I was told that I would be called back in thirty minutes. Finally, the head of the store called. Once I had him on the phone, I explained my situation (quite upset by this time) and he assured me that he would personally take care of it. After about fifteen minutes, he called back and informed me that he had personally contacted the supplier and taken care of setting up delivery for our items the following week.
Dealing with our salesman, his manager, the other manager, and the “office manager” had yielded no results. Dealing with the store manager had the issue taken care of very quickly. With one phone call to the supplier, he was able to do what none of the others had been able to do in a week. Why is it that we have to yell and scream until we get to the top of the chain before we finally get what we need???
As I was pondering this, I remembered why AccuConference strove to be different from these other companies. The service. AccuConference staffs customer service for 20 hours a day, and also weekends – not just business hours. AccuConference employees are both knowledgeable and helpful, with each being completely empowered to make a decision to help any customer at any time. No more “let me get my manager’s approval”… AccuConference customer service are fully capable of handling any situation – and if they don’t know the answer, they can find out and will make good on their promises to call back.
Last week, I was given a decision for a major supplier for our company. In one hand was the big company that could give us a good price. They had been around for a long time, but it seems that every time we speak to one of their people, they have to get with someone and then get with someone else before calling me back. Every time I call, the person that I was previously speaking with is no longer with the company.
In contrast, we were looking at another, smaller and newer supplier. This company was slightly more expensive than the big company, but we had been dealing with their people on another product for years. Their team is top-notch. Whenever we have an issue, it gets resolved quickly. They always answer their phones, and I have the cell phone numbers for their top support people on speed dial. They don’t mind dropping what they are doing to help us, and have been a rock for our company for many, many years.
Despite the slightly increased price, the service made the decision easy to choose the smaller company with the good people. We are given a quality product, and an excellent support team that makes our business function better and easier. This is what AccuConference is all about, and why we continue to deliver a top quality product day-in and day-out.