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Customer care: How independent companies are raising the bar

30th June 2016

Customer care: How independent companies are raising the bar

If you are employed in any client facing role then you will almost certainly be familiar with the ancient adage, the customer is always right.

By Ryan Shoesmith

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With fewer corporate procedures and less briefcase gobbledygook, independent companies have the flexibility necessary to nurture their clients depending on their bespoke requirements.

Wrong.

Customers are often right and it is important to meet their needs but, at the same time, making the general assumption that customers are always right can be damaging and the technique is a hallmark of organisations that are out of ideas.

While some industries have forgotten the art of treating individuals on a case by case basis, independent companies are establishing a new approach to customer care built upon honest opinions and mutual respect.

Honesty is the best policy

It is no secret that outstanding customer service is deeply satisfying. Like a fancy cocktail or a delicious meal, the lingering aftertaste keeps you coming back for more. From personal experience, the proactive approach taken by young businesses has amounted to a level of care far superior than that offered by many established firms, but why is it that smaller and seemingly poorer companies are able to go the extra mile?

The answer is that with fewer corporate procedures and less briefcase gobbledygook, independent companies have the flexibility necessary to nurture their clients depending on their bespoke requirements. New companies rely on building strong relationships in their early stages and the aim is to drive repeat business. Rather than being chewed up and spat out, Spacily users are looked upon fondly as the grassroots of the venture and remembered on a first name basis.

Warm relationships lead to open discussions and that plays into the hands of young companies. Developing a close understanding of each customer generates a mutual respect which allows professionals at Spacily to give their honest opinions. If a customer seems fixed on a venue but we can suggest a more functional and comfortable space, we always do. Our customers are not meeting room experts, we are, and ensuring that they book the most appropriate spaces is our mission.

Committed local experts

Similarly, if a user is not convinced by the meeting rooms which we have on our platform, our space connoisseurs take it upon themselves to source the perfect space externally. These are just a couple of examples of how, rather than allowing customers to always be right, Spacily operates with much less rigidity allowing us to be agile in our development.

When you provide great customer service, your reputation quickly grows as your connections talk about your company with admiration throughout their own networks but spinning this web of word of mouth recommendations takes patience.

The customer care offered by large corporations is often process based and clients face a blanket treatment. What they receive is not necessarily what is best for them but it is the easiest thing for the company to provide. More and more young ventures are latching on to the philosophy that honest interactions in the early stages are essential and set the precedent for organic growth.

Rather than getting stuck in the mud over processes the new model for innovative businesses, such as Spacily, is to use their limited resources with flexibility to ensure their users’ get what they truly need. Independent companies may operate on a tight budget but are often rich in the most important areas, which are openness and proactivity.