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Tuesday, November 6, 2012

Customer Service - does anyone care? (We do!)

It seems like too much of my summer was spent investigating and implementing a new phone system for Kelly's Music. It was an interesting experience, as I realized that not every company values customer service like we do!

You see, a real person answers every phone call and every e-mail. I might be biased, since I answer a lot of the e-mail myself, but we believe that we carefully read every message and answer every question with a knowledgeable, accurate response that is easy to understand.

So you can imagine my surprise when I discovered that many businesses really don't want you to contact them and are more interested in selling you something than answering questions! For example, I e-mailed some questions to one company using their contact form. I never received a response to my questions, but they promptly added me to their marketing list. I received lots of e-mails, but no answers!

I contacted another company, explaining our needs, and although they responded right away, what they offered did not even come close to relating to what we actually needed. In fact, I'm not even sure there was a real person at the other end!

Sure, we offer great prices, but I think it is even more important that you are able to get the answers you need. Yes, our Knowledgebase is really useful and we have some helpful articles on our website, but we also are willing to answer your questions by e-mail or phone. So, if you've got questions about music & computers, we've got answers!

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