Customers know best in service

Warwick Watchmakers and Jewellers owner John Walsh said great customer service is part of the recipe for successful business.
Warwick Watchmakers and Jewellers owner John Walsh said great customer service is part of the recipe for successful business. Kerri Burns-Taylor

IF JOHN Walsh can take anything from his three decades in business, it is that he knows how to treat his customers.

A recent international study showed Australian consumers were the most dissatisfied with customer service, out of the 10 polled.

Mr Walsh is certainly not contributing to those statistics, and takes great pride in caring for his customers.

"You just have to give people what they want," he said.

"It is about being polite, friendly, following things up for your customers - all of those little things."

Mr Walsh said while it was important to actively engage with customers, it was equally important to allow people to browse without making them feel pressured.

He said simply referring to a customer by name went a long way and he had received good feedback from customers on how they were cared for in his store.

"I promote good customer service among my staff because I do think it is really important," he said.

"If you don't get good service, you don't go back. It's simple," he said.

Daily News readers took to Facebook to offer their opinions on whether good customer service still existed.

Natalie Cockram said manners and respect went both ways. "Manners have gone out the window a lot of the time. If u show respect u often get it in return from sales staff," she posted.

Fellow Facebooker Leisa Nowlan said Bunnings was her pick for great service.

"I went in there and both sections had fantastic staff who were enthusiastic and went above and beyond to assist," she said.

 

Dying art

A recent study showed 36% of consumers believe business are paying less attention to service than before

Topics:  customer service, facebook, john walsh



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