Customer Service is a department. Customer Love is a mindset. Businesses that will thrive in what some experts call the ‘Next Normal’ must focus their attention on winning the hearts and minds of their customer. Recently, I was invited to share insights on the customer experience with Renewal by Andersen (RbA) whose brand promise is to deliver absolute peace of mind, because every home matters. They are the world’s leading full-service window replacement company. Prior to meeting them, I asked for them to share any stories highlighting the great work they do. After I read this story, I knew that I had to share it with promotional products professionals, too. RbA’s Houston affiliate received the following testimonial letter from a recent client. “What could have been a messy and stressful project turned out to be just the opposite! In my first meeting with Brent, he took time to explain the different types of windows and make recommendations on what windows would work best— customer, not cookie-cutter. I had recently lost my husband at that time, and Brent was so kind and empathetic, and even sent a very meaningful gift after our visit. Kim in the office is super upbeat, helpful and always makes me smile when we have a conversation. When Ray, another teammember from RbA Houston, came to take measurements, he was cheerful and efficient. I can’t say enough good things about Randall and the RbA installation crew. They worked so hard, worked very long days, yet were cheerful, appeared to enjoy what they do Spa r k i ng Br i l l i ance First in a series The opening keynote speaker at The PPAI Expo 2022, Simon T. Bailey will share his experienced approach to customer relations with PPB all year. Love Thy Customer Five reasons to go beyond mere customer service. by Simon T. Bailey #PKBO .JMJOLPW m [LFT LPSOO 4IVUUFSTUPDL DPN 70 | MARCH 2022 | THINK
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