Customer service is arguably the most important aspect of any business. Yes, there is the sales department or operations department. But, without a great service program you will never truly grow your business. In today’s market, competition is not based on price; you can shop at many different retailers that provide similar products at a similar price. What defines businesses today is their level of service. Walmart Inc. is the largest and fastest growing business in the United States. Do they provide unique products? No. Do they provide unique pricing? Not really. Do they provide unique service? Definitely. As unusual as it may sound there is a lot to their “greeter” program and no hassle return policies. We are all more inclined to shop at a store that makes us feel as though we are valued as a customer rather than a store where we can just save a few pennies.

In the highly competitive Automotive Aftermarket, service is something that can be overlooked. At Solenium we believe that our future lies with our clients and the service we provide to them. Research shows that satisfied customers not only buy more, they buy more often. According to a study by the American Management Association, patronage by loyal customers yields 65 percent of a typical company’s volume. For this reason, we have introduced our new Client Care department. With a focus on exceptional service at all levels of our business, we want to reiterate to our clients that they are our # 1 priority. More effective channels of communication, shorter lead-times for problem and question resolution, and overall accountability are just some of the highlights to our new program. Contact our Client Care Coordinator, Danielle DuBois, for more information on this great new program and to find out what Solenium Group can do for you and your business.

Increasing our company’s level of service is now a major part of our corporate culture. Here are just a few of the steps we are taking to grow our customer satisfaction level;

• Knowledge is Power!
  Staff who know a lot about the products or services that their company provides are more confident and tend to give better service than employees who lack information. We take the time to train our staff on our products and help them to communicate that information effectively to our clients.
  
  
• It’s All About Attitude
  You can always tell when someone is smiling on the other end of the phone and it can make all the difference in the world to the tone of a conversation. But, it is hard to smile when communicating bad news to a client. We teach our staff to have a positive attitude towards all situations and present issues in a courteous, professional manner.
  
  
• Time is Money
  Responding to client requests in a timely manner is probably the area where most businesses can significantly improve. You can never over-communicate with your customers. A quick email or phone call to update a customer can be very effective. Even if it is only to say that you are still looking into their issue and will get back to them at a later date. They want to know that you care enough to take the time to reply to them. We are striving for a superior level of communication with increased accessibility to key staff and a clearer channel of communication.
  
  
• Increased Quality
  We have found that our customers want superior products and services. Saving a few pennies and cutting corners is not the way to provide a quality product and can lead to ultimate frustration. We believe in our products and are proud to say there are of the utmost quality.
  
  
• On Time/ On Budget
  We have learned to define the scope of a project and monitor CREEP in order to make knowledgeable decisions ahead of time. We can clearly foresee the impact on cost and budget and adjust to maintain our deadlines.