Jack Speer, Bizwatch Publisher, in his online article titled "What Is The Definition of Customer Service" certainly provides a definition of a level of customer service that all companies that sell residential and commercial steel buildings should strive to attain.
In this article he explains customer service as, "Excellent customer service is the process in which your company provides its service or products, in such a way that the customer will be able to access them in the most efficient, cost effective, and humanly satisfying way possible."
In my several years of working for steel building companies, I'm still amazed at how many different customer service issues can arise with the purchase of just one prefabricated steel building. And it's not that anything is going wrong throughout the whole process from signing the paperwork to accepting delivery and the customer's assembly of the steel buildings. I would have to say that the reason for the need for heavy customer service is simply that there are numerous steps and phases that happen in between the purchase and the assembly that the customers who have bought the metal buildings need clarification on.
The steel building salesman takes the majority of the questions at the beginning of the process from the customer, during the initial sales call. But even when the purchase has been done, say a metal barn, there are much more questions that may arise from that point on. Example, the customer might want to know when they will be receiving their blueprints or what type of insulation to use for the building. Many of these questions may be avoided to save time by adding a "Frequently Asked Questions" or FAQ page on the website.
When companies that sell prefabricated steel buildings strive to achieve the level of customer service as defined above by Mr. Speer, the result of happy customers is not the only benefit that can be attained.
One of the best perks of having happy customers is that they will tell all of their friends about the wonderful experience they just had when the purchased their steel barn from your company. Word of mouth is one of the best and least expensive forms of advertising. Here's an example of a glowing customer testimonial provided by a customer who purchased his metal building from Price A Building:
"We would like to thank you and your staff at Price A Building for the building that I purchased through your company. The process from the first phone call making the purchase to keeping me informed clear through to the final delivery date went very smooth."
"The steel frame building package was labeled clearly making it quite simple to follow with the engineered drawings plans and building manual. I had never erected a steel building before and in six days three of us had completed the framing of a 40'x60'x16' tall building. Thanks again, we look forward to enjoying our added space."
Danny & Dana Cutler, Commerce City, CO
Yes in a perfect world all customers will be 100% satisfied. So remember having a great and caring customer service department is key when you are buying a steel building.
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So we hope you know a little more about how steel building companies such as Price A Building should service the customer to bring in more business more than ever!
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