'Built Ford Tough'
'There Is No Substitute'
'Finger Licking Good'
'Save Money Live Better'
'Like A Rock'
'Melts In Your Mouth, Not In Your Hands'
'Just Do It'
...these are all great and memorable company positioning statements and mottos that everyone pretty much can guess which company they belong to!
Here at SchoolLockers.com our motto from when we began decades ago is that we are 'strong on customer service.' It is why the arm is in our logo--showing we are strong when it comes to not only selling the toughest and best lockers in the world...
...but that we back those strong lockers up with strong customer service.
It is a philosophy that has become deeply ingrained into our core values and is one we often fall back upon when thinking about the lockers (and the service) which is expected of our valued customers each and every day.
So how does a motto, a positioning statement or core ideal become an effective tool for helping you achieve whatever that goal is? How does it make that saying an actual strength and not just some random, glib statement that the marketing department came up with?
Well first off, from the top down here at SchoolLockers.com our president and the rest of us really believe our motto. It is first and foremost in our minds when we take a call, IM a chat, answer the smallest of questions or even finalize an order. We want to always treat others as we would expect to be treated when spending our hard-earned dollars! For some small or start-up companies, lockers are a pretty big investment--especially in schools where lockers sometimes run into the hundreds if not thousands. And for that reason alone customer service should be (and is) a priority for us.
So take the other day for example. One of our clients who had bought some lockers sent an email to us. Of course she was upset (and rightly so) because the color of one of the lockers that we sent out wasn't the one she had ordered. And since it was a kids mini locker in orange, we automatically assumed it had to have been meant for a present under the Christmas Tree. Our assumptions were in fact, correct.
Uh oh...
Add to the client's stress that the days in which she could return the item and order another and have it arrive in time for Santa Claus to get it under the tree was pretty much non existent. She was in a corner and as you can imagine, she had a few things to say to us. :)
Now we can use the excuse that this is the busiest time of the year for selling lockers. Or that since we have hundreds of these lockers leaving our warehouse every week, even one mistake makes our error well rate below .1%. Or that we'd make it right after Christmas when people weren't ordering so many lockers...but we didn't because our motto wouldn't let us.
Immediately upon seeing the email, our president contact our in-house PR/Marketing Dept. and we sent the an email out to the client asking forgiveness for the mistake and we found a way to make it right--and in time for Christmas. SchoolLockers.com management and staff went to great lengths to provide the strong customer service we are known for and so much so, on her own initiative this client got onto Facebook, found our company and posted a very kind and sincere thank you for our other clients and potential clients to view.
This is what having a positioning statement, a motto or core values is all about! Not just having the best lockers for sale or being able to offer lockers for a discount. Being able to take that motto and turn it into action is what makes any company successful. Call it 'putting your money where your mouth is' so to speak!
We believe in our lockers. They are the best and we are extremely competitively priced. But when you take into account that our sales reps specialize ONLY in lockers and know everything there is about LOCKERS--there is only one place to make choosing SchoolLockers.com even better...and that is because when we state that we are 'strong on customer service' that we MEAN IT and will do everything and anything in our power to convince you of the same commitment as our positioning statement does.
#strongoncustomerservice #lessonsoncustomerservice #whatiscustomerservice #isthecustomeralwaysright #goodcustomerservice
