Our Customer Service Philosophy
What do we mean by 'customer service excellence'?
Having said that the thing that makes us different from other kitchen and UPVC doors and window spraying companies in Liverpool and Merseyside is our customer service, I guess I’m obliged to back that up with some proof. To put my money where my mouth is. To ‘walk the walk’ and not just ‘talk the talk’.
So here are a few of the customer service behaviours you have the right to expect from every single person at SuperSpray (Liverpool) … any time, all the time.
Reliability
The number 1 element of customer service is trust and reliability. By that, we mean, ‘doing what we say we’re going to do‘. If we say we’ll phone you back, we will. If we say we’ll give you a quote within 24 hours, we will.
If we say we’ll be at your house at 08:30 Tuesday morning, we will. If we say we’ll call round to check up a week after the job’s finished, we will. If we say we’ll work late ……………. well, you get the picture.
Flexibility
How many times have you heard the dreaded words, “Sorry, that’s not the way we do things,” or “There’s nothing I can do, it’s company policy” or “My hands are tied, it’s more than my job’s worth”?
Well those words aren’t in the customer service guidebook at SuperSpray (Liverpool). We’re that flexible we could be circus contortionists. Our rules and procedures exist for one thing only, and that’s to deliver customer service excellence. They’re applicable and appropriate for 95% of situations.
If for some reason the rule’s getting in the way, or the situation’s one of the 5%, all our employees are allowed (no … make that encouraged) to break the rule. It’s as simple as that (though there are certain health & safety exceptions, obviously).
Helpfulness
The phrase, “The answer’s ‘yes’, now what’s the question” may sound like a customer service cliche, but we mean it. If you have a request of any kind, our immediate response is always to ask ourselves how (not if) we can do it, not come up with excuses why we can’t. That’s where the flexibility helps. And we won’t make a meal of it, we’ll do it with a smile on our faces.
In fact much of the time we’ll volunteer help without being asked. Any request you make isn’t an inconvenience; it’s an opportunity to ‘go the extra mile‘ and show you what we’re made of. If you’ve bought new handles and knobs for your kitchen cabinets we’ll fill and sand the old holes and drill new ones – free of charge. We pride ourselves on doing things other sprayers wouldn’t.
Accessibility
In customer service terms, ‘Accessibility’ means, “Can you get reach us when you want to”? There’s nothing more annoying than not being able to get hold of someone, or your calls not being returned. But when you want to be able to contact someone at SuperSpray (Liverpool), you’ll be able to.
If you email us for a quote we’ll call you within two hours to arrange a visit to your home. If you have to leave a voice message on the phone because we’re all busy with customers, we’ll get back to you, once again, within two hours.
No inconvenient ‘office working hours’ that you have to work around. You can call us on 0151 345 6728 any time between 08:00 and midnight, seven days a week. No, that’s not a misprint. We might even answer the phone outside these hours (!) but please don’t hold us to it; even we have to sleep sometime.
Empathy
Empathy’s about walking a mile in the other person’s shoes, looking at things from their point of view. Because the last time we looked, you pay our wages, we don’t pay yours. So if anyone has to be inconvenienced in some way, we think it should be us, not you.
We always strive to look at every aspect of our customer service from your perspective and ask ourselves the question, “If we were the customer, how would we like this to be done?” So – as an example – if you work and you’re only available at weekends, we’ll be happy to work Saturday or Sunday. And we won’t expect you to pay extra either; we’ll do it without charging you an extra penny.
We appreciate that you’re letting us into your home and putting up with inconvenience having us there, and we want to cause as little disruption as possible. The phrase “the customer is always right” has been around for a long time for a good reason; it’s true.
Friendliness
All of our employees are scrupulously clean, hygienic and well-groomed, just as you might expect from anyone entering your home.
They will also behave impeccably, be polite, courteous and friendly at all times and will treat your property and your belongings with the respect they deserve.
We recognise we’re a guest in your house and on your property and behave accordingly.
Efficiency
The last (but certainly not least) element of customer service is efficiency, i.e. doing a first-class job all the time, every time. I say not least because let’s face it … without it, all the other behaviours I’ve mentioned aren’t worth a carrot. Our employees being helpful, flexible, empathetic, friendly, etc, etc, isn’t going to be worth much if we don’t do a quality job spraying your kitchen, doors and windows.
Click here to read about our efficient, streamlined kitchen spraying process and also here to read about our UPVC spraying process.
But it’s also last because at SuperSpray (Liverpool) we regard it as a given. You have a right to a quality job, it’s what you’re paying good money for. Having your kitchen or UPVC doors and windows sprayed will save you a small fortune but let’s face it, it’s not cheap. We’re talking about more than loose change here. So doing a perfect spray job isn’t something to alert the media about; it’s what we’re supposed to do. It’s all the other behaviours that set us apart from the competition.
