In one of my earlier blog posts, I talked about the importance of customer service marketing, using my experience at Jiffy Lube as an example.
Today, while browsing headlines on Yahoo!, I found “Best Places to Shop for Everything”. This article discusses recent consumer reports on top shopping locations. I wasn’t necessarily surprised by this article, though it really got me to thinking:
What would you pay for good customer service?
Of course, when you enter a retail location, you obviously would want the products to be good quality. But say you find a product at Wal-Mart for a lower price than at Target. However, this Wal-Mart is notorious for long lines and careless checkers, while the Target nearby has a good reputation for great customer service. Would you rather live through the pain of dealing with a negative Wal-mart employee just to get a cheaper price? Or would you pay the higher price for a speedy and friendly checkout process at Target?
For me, customer service plays a large factor. Sure, I paid $55 for an oil change at Jiffy Lube. But I also got my fluids topped off, my car vaccuumed (those poor brave souls…), and even escorted to and from the building. All of this with a smile on the guys’ faces.
So now, let me ask you. How much does customer service affect how much you’re willing to pay?