Friday, 11 April 2008

Why good business sense counts for a lot

I don't ask for much when I'm looking to buy something. Following a bit of research, a good price combined with polite, professional service is usually all it takes. Call me old fashioned, but surely these are the two key elements to any service, regardless of whether it is photography, dry cleaning, your local newsagent... whatever.

Yet it is with alarming and increasing regularity that business owners fail to take these qualities on board. In the past couple of months, I have witnessed both ends of the spectrum - from a company who, although it's product is a good one, clearly doesn't know the meaning of the words 'customer care' and left me feeling so under-valued as a consumer that I am almost lost for words... right through to another who, quite frankly, blew me away by the speed, efficiency and professionalism of their service.

Clearly, I am not going to name and shame those who failed to impress, but I would like to take this opportunity to tell you all about the company who impressed me so much...

They are Movie Cameras Inc, a movie camera prop hire specialist supplying the film and tv industry; they also have a second arm dealing with everything from lighting stands to replacement bulbs, gels to clamps. Check out their online shop here to find out more.

So what is the long-term result of these recent dealings? Well, I am still battling away with the first company, waiting for them to honour their end of the agreement (note: a delivery was promised for today and, unsurprisingly, nothing has turned up - that was over a week ago. I was also let down on this front 3 weeks ago, too). Hmmm... I guess this is what they call a waiting game?! Once that delivery does finally arrive, I shall be cutting all ties - these people have lost my business.

As for the second company... Well, it is with pleasure that I can say that a good connection has been established, and cross-website links and recommendations are flowing (for example, there are already links on Strobist - a website which has over
200,000 regular readers worldwide and a discussion group of more than 20,000 members). And I'm sure that there will be more as the months roll by. What's more, I would have no hesitation in spending my hard-earned cash with MCI at any time in the future.

So... can you see the connection yet? Good business practise = customer satisfaction = personal recommendation = secondary promotion = additional sales & business growth.

Now, I would never claim to be a business expert by any stretch of the imagination, but is this logic so difficult to comprehend?! I think the philosophy really is simple to the point where it has almost become a no-brainer.

Be professional, regardless of your industry or the individual you deal with. Be sure to look after your customers and they will look after you.

No comments: