Extraordinary customer service is the most important component of Queen City Transitions and the number one reason why we have grown steadily with just a minimal advertising budget since we started in 2008.
Who are our customers? They are our referral sources that depend on us to take care of their residents, potential residents and clients. They are the elders who have been in their homes for many decades and are paralyzed at the thought of moving and making decisions on what to do with all of the rest of their stuff. They are the adult children of these elders who are busy with their own lives and can’t imagine how they are going to make all of the physical arrangements to move their parent while also taking care of their parent's emotional well-being. They are community resources that we rely on to move, sell, and donate our client’s possessions. In other words, it’s everyone we come in contact with in the day to day running of our business.
What does customer service look like? It’s the return phone call within 2 – 3 hours even if it’s just to say, “I wanted to let you know I got your message. I’m in the middle of something right now but I will call you later this afternoon when I am done.” It’s stopping to pick up lunch or drinks for the movers so they can have nourishment during a hectic move. It’s sitting and listening to our client’s story about the treasure they are about to leave behind because they don’t have room for it in their new apartment. It’s returning the next day after a busy move, and possibly the next day after that, to ensure our client has settled into their new home.
Customer service starts with hiring compassionate employees. It continues with an appreciation and respect for all the people we come in contact with. And, it never ends. Thank goodness!