Diamond Certified Blog

Tag Archives: customer service

Happy Customer Highlights

While we love receiving all kinds of feedback from consumers about Diamond Certified companies, we particularly love hearing the kudos! Here’s what some happy customers have to say about their recent experiences with Diamond Certified companies.

Consumers are saying great things about Atlas Landscapes. Photo: Atlas Landscapes (2017)

Linda emailed to tell us she’s been using the Diamond Certified Directory for years. She hired Atlas Landscapes last fall and says “…they were exceptional in every way and truly surpassed my expectations. The customer service and quality of work were what I thought I’d get and more.” Continue reading “Happy Customer Highlights” »

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Posted in Consumer News, Consumers, Customer Service | Tags: ,

Why Won’t They Call Me Back?

I’m frustrated right now because I’ve been calling several local companies for service and haven’t heard back from any of them. I’m trying to get on a schedule for tree pruning, and I’m also attempting to schedule a furnace cleaning and fireplace inspection. I’ve left four voicemail messages for one of these companies over a two-week period. I’ve persisted because I’m a repeat customer and was satisfied with their services in the past.

There are steps you can take to ensure you get a call back from a busy company.

I understand that small businesses can get overwhelmed with consumer demand. Severe storms like we had this winter mean tree service companies, plumbers, and roofers are working overtime and can’t keep up with all the requests. Continue reading “Why Won’t They Call Me Back?” »

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Posted in Consumers, Personal Stories, Savvy Tips | Tags: , , , , ,

Is Saying “Thank You” a Lost and Underappreciated Art?

I’ve been saying “thank you” a lot lately and it feels good. After my last flight on Southwest Airlines, I stopped to tell the pilot and attendants how much I appreciated their attentiveness and on-time performance. I wrote a thank-you email to my Diamond Certified tree company in December because the crew did an excellent job pruning my large trees. When I had trouble resolving a problem with my health insurance company, a staff member kept communicating with me even though it took a few weeks to untangle. Afterward, I asked for her supervisor’s name so I could write a complimentary letter for her personnel file. The last time I was in the grocery store, I told the cashier and bagger how much I love shopping there because of their smiles, quality produce, and service. Continue reading “Is Saying “Thank You” a Lost and Underappreciated Art?” »

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Posted in Consumers, Savvy Tips | Tags: , , , ,

A Local Perspective: Rediscovering the Value of Communal Commerce

From community investment to human connection, the effects of shopping locally go far beyond the mere financial transaction. Photo: De Martini Orchard (2016)

From community investment to human connection, the effects of shopping locally go far beyond the mere financial transaction. Photo: De Martini Orchard (2016)

When it comes to shopping, most of us take a pragmatic approach, seeking the shortest route possible to procure what we need—an understandable hallmark of our fast-paced yet time-constrained mode of modern life. Hence the predominance of “big-box” megastores, where you can find virtually anything you need under a single roof, often at a cheaper price. Moreover, with the advent of online shopping, a growing number of consumers are eliminating the need to visit stores in the first place. After all, why leave the house when you can have your groceries and other goods delivered right to your door? Continue reading “A Local Perspective: Rediscovering the Value of Communal Commerce” »

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Posted in Consumers | Tags: , , , , , , , , ,

No-Nonsense Customer Service

Recently, when I needed a new set of tires for my Toyota Avalon, I got just what I wanted: no-nonsense customer service.

For Chris, a recent trip to the tire shop turned into a lesson in great customer service. Photo: American Ratings Corporation (2015)

For Chris, a recent trip to the tire shop turned into a lesson in great customer service. Photo: American Ratings Corporation (2015)

I called a tire shop and scheduled an appointment for the next day. When I arrived, the salesman waited on me right away and gave me a straightforward explanation of my options with no upselling. When I asked him to find out where the tires were manufactured (Consumer Reports had recommended against some brands made in China), he had the answer for me in a few minutes. Continue reading “No-Nonsense Customer Service” »

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Posted in Consumers, Personal Stories | Tags: , , , , ,

Have a Nice Day, Y’all!

chris-image-bon-appetitI was lucky enough to spend 10 days in Richmond, Virginia a few weeks ago for our son’s wedding. Everywhere we went, we encountered warm hospitality. For example, one morning in the hotel, as I left my room and walked toward the elevator, I heard the maid down the hall call out, “Have a nice day, y’all!” I turned around to see to whom she was speaking…and realized she was talking to me! I heard that phrase again and again during our stay.

People of all ages held open doors for each other and offered unsolicited help with directions. The waiters and bartenders spent extra time explaining local foods and menu recommendations. They seemed to enjoy and took pride in offering quality service and making a connection with customers. I don’t know when I’ve seen so many smiles all around town. Continue reading “Have a Nice Day, Y’all!” »

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Posted in Consumers, Customer Service | Tags: , , ,

Shake It Up, Baby: Consumer Benefits and Pitfalls of Market Disruption

Alternative taxi services are one of the most popular market disrupters in recent years. Photo: American Ratings Corporation, 2015.

Alternative taxi services are one of the most popular market disrupters in recent years. Photo: American Ratings Corporation, 2015.

For years, I’ve lived in a San Francisco neighborhood where you can’t get a taxi without a long and frustrating wait. The taxi phone number is always busy, and when you finally get through, you’re on hold for 10 minutes…and it might take another 30 minutes for the driver to arrive! You’ll never find a taxi that’s just waiting for a pick-up.

Now, thanks to alternative taxi services, I can hail a ride with my smartphone and it arrives in less than 10 minutes. Continue reading “Shake It Up, Baby: Consumer Benefits and Pitfalls of Market Disruption” »

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Posted in Consumers, Personal Stories | Tags: , , , , , ,

A Satisfying Shoe Shopping Experience

Two things I dislike are shopping for shoes and pushy salespeople. However, on my last shoe shopping trip, I found the right kind of salesperson who transformed the entire experience.

Why great customer service matters

At Brown’s Shoe Fit Company in Durango, Colorado, Chris Bjorklund had a great experience with a salesman named John.

While I was looking at the shoes on sale in a store in Durango, Colorado, a salesman asked me if he could help. After I said I didn’t need any assistance, he started chatting about the beautiful day and asked me where I was from. When I told him I was from Northern California, he asked about the recent earthquake in Napa County. He was genuinely curious and engaged with me in a sincere way. When other customers came in, he found ways to connect with them, too.

When I finally started trying on shoes, he was patient and knowledgeable. If a shoe didn’t fit right and wasn’t comfortable, he would say, “You don’t want to buy a pair of shoes you don’t absolutely love.” I must have been in that store for nearly an hour (and tried on at least 10 pairs of shoes) before deciding on a pair of low-cut brown leather boots. In the meantime, I learned that John, the 23-year-old salesman, loved most outdoor sports and was majoring in social work with the hope of eventually working in prisons.

The most surprising thing of all, however, occurred at the cash register when I stepped up to pay. John was hand-polishing my new boots before sending me home with them! Has that ever happened to you in a shoe store?

As a direct result of my positive customer service experience at this particular store, my husband and I returned a week later and he bought two more pairs of shoes! Outstanding service attracts repeat customers.

 

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Posted in Consumers, Customer Service | Tags: , , , , , ,

Savvy Consumer Tip: The Art of Complaining

Do you know how to complain effectively to a company or organization? Watch this video for some helpful tips.

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Savvy Consumer Tip: Diamond Certified Preferred Consumer Membership

Watch Chris talk about the numerous benefits of the Diamond Certified Preferred Consumer Program!

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