It takes true grit to start a business and keep it going for almost 20 years – particularly, an abiding passion for what is right and wrong, and the determination to stick to your guns no matter what the rest of the world is doing. This month, Compass’ marketing team called to check in on the company news, and the President/GM and Founder, Colin Maskey, responded with this impassioned letter about personal customer service, and why it matters. That said, he cringes at showcasing himself, so we couldn’t convince him to let us take his photo for this blog. And so the photo we’ve included is of the wonderful Lori Hainstock, our Director of First Impressions, who is always ready to answer our customers’ calls personally. But the following words are all Colin’s, straight from the heart.
How many times have you been frustrated or put off by a failing in customer service? We see it in all walks of life – retail, commercial, contract services, health care, food services, government offices – and it doesn’t have to be that way.
While on hold trying to speak with someone on the phone, how often have you heard “Your call is important to us”? It happens so often that it has become insincere and meaningless. When trying to get something done, we often have trouble getting information or even getting a response. Curt one- or two-word responses, no contact names or information, rude behaviours … all of it leaves us feeling like we don’t matter, that our time is not important.
At Compass Bending, we take customer service seriously. For a start, we answer the phone. In person. You’ll never get “Press 1” for service here. We are accessible. We respond to calls and emails so you know there’s someone at the other end of the conversation. Questions and inquiries sent through our web site are acknowledged so you know they haven’t disappeared into the void. Our door is always open. Come and visit. We’ll show you what we do as well as how and why.
We make commitments that we live up to. We don’t make promises we can’t keep because we think that’s what you want to hear.
We’re supportive. If there’s something you need done and we know of a better way, or maybe a cheaper way, we’ll make suggestions. We won’t just blindly do as we’re told as we are here to look after your best interests. We will go out of our way to make sure we are giving you the best solution that is available. That extends to making referrals to other businesses for work we can’t do, or where we are simply not the best option.
If there is any possibility that we aren’t fully understanding what you need, we will go out of our way to ensure that such matters are resolved so you are not disappointed when you get what you have ordered.
Occasionally things don’t go according to plan. When that happens, we will do everything we can to make it right. We are accountable.
Wherever possible, we will be your one-stop shop, your logistics manager, your general contractor, and hopefully your preferred supplier. We will go above and beyond our core services to get you as far down your project’s path as we can, even if there’s nothing in it for us. Your success is important to us.
Customer service really isn’t hard. In fact customer service is what all businesses and organizations (should) have in common. At Compass Bending, it’s part of who we are.
President / General Manager / Founder
Thanks Colin! It’s wonderful to have a reminder of just what Compass Bending really stands for, straight from the top.