What Would You Pay for Customer Service?

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?

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2 thoughts on “What Would You Pay for Customer Service?

  1. ashley70 says:

    Since you can’t really put a dollar amount on it, I’ll just say I will definitely pay for better customer service if I’m getting the same product or service. This is why I prefer to shop at Target rather than Wal-Mart, because at Wal-Mart it feels like the employees actually try to avoid me when I need to ask a question or find something. The lack of customer service is the reason why I left Commerce Bank and am exclusive with Bank of America, despite all the crap surrounding them. Personal impressions leave a greater mark on the mind rather than the satisfaction of having the product.

  2. Jennifer Smith says:

    I just came across your blog and this post caught my eye. Something interesting is that some companies actually do have a budget for customer service marketing. The most famous example is Zappos. An article can be found here about their most well known act of kindness, http://consumerist.com/2007/10/zappos-sends-you-flowers.html. A simple google search will lead you to many more stories of the companies numerous acts of kindness over the years.

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