Customer Service should be outstanding, don't you think?

Dawn Luhning |

Ever since I started my career, I've always been a stickler for customer service. I believe that customer service can make or break a business. I've had great experiences with customer service and I've had bad experiences. We all have. I try very hard to ensure that every request that I get from a client is followed through to the very end. If I have failed you in any way, I would appreciate you letting me know. My hope is that I've done a fairly good job with your requests and I always strive to make sure your request is well-attended to.

Here is a pet peeve I have with service. Have you ever made a request of someone or some business, and they don't return your call or answer your email? Even worse, it's Friday at 5pm and they still haven't called and now you have to possibly wait three more days until you hear anything? This is my pet peeve. I promise that I won't do that to you. And I've also explained this pet peeve to my assistants. :) It's all about communication, right?

I'm hoping that you never experience that kind of anxiety with my office. I now have Rachelle working full time as my marketing assistant and Krista is here until 2pm doing everything and all things administrative. We are also utilizing a ticketing service online to track your customer service requests to the end of the process. Any request that you make of our office whether that be assets moving around, banking changes, address changes, anything at all, and you have an email attached to your profile with us, you are now able to see this process from start to finish.

Here is how that process is going to work. I thought it necessary to explain it to you because we've been using the system for about a year now and it's only been the last little while that we realized that there was a small glitch which has since been fixed. So, it will work like this. Let's say you ask to change your address on file with us. We will open a service ticket in that regards. In order to change your address, you have to sign a form to do that, then we have to ensure that all the companies you deal with are updated with your new address.

If you have an email registered with us, you will get an invitation to accept access to our portal so you can track the progress on your ticket. When you click on that screen, it will bring you to a second screen that shows your email address and then two places that are labeled 'password' and 'confirm password'. This is where you will type in a password of your choice in both places, then click on register. It will then move to a third screen where you can put in further details about your profile and then voila, you can see our progress on your service request by accessing the ticket through your site.

If you have any issues with the login, please let us know and we will help you through the process. I can email you some screen shots, if you are having trouble logging in.

On the other hand, if you are not wanting to know every detail of what we do, well because, we all have busy lives, we will continue to update you at certain stages during the process so you will never be out of the loop. When all is complete and finalized at our end, you'll receive a message by email or by phone that your request has been completed.

Overall, this system makes it really easy for me, who has been so used to doing many tasks on my own, to keep track of all that we as a team are handling for you, the client. I want to make your experience with my office top notch and on the flip side, your feedback is important to us. Please provide any feedback that you believe is necessary for us to do a better job for you.

Have a great weekend everyone. Wow, it's October!

~ Dawn, Krista, and Rachelle