Recently, I wrote a column on this topic however the customer service that I’ve received from some businesses here in my hometown, Komani has prompted me to write a follow-up on this topic. Businesses especially SMMEs do not realise just how important word of mouth is. Word of mouth is one of the important marketing tools for any business, if people speak well about your business – this helps with the company’s sales drive.
You see, there are two types of customers – the existing customers that are already using your products or services and potential customers – are those that a company would like to attract in order to grow their business. Poor customer service is unfortunately repulsive to both types of customers. Word of mouth determines whether existing customers come back to your business or not, and it also determines whether new customers would want to give your business a chance or not. When business owners or even employees treat customers badly – they tend to forget the fact that – that particular business is still operating because of its customers.
Even though there are some businesses where I have experienced bad customer service – I don’t intend naming and shaming them because I believe that those rude owners or employees know who they are and even Komani consumers are well aware of the businesses that I am talking about. They also know what they need to do to adjust their attitudes, not take their family or work issues out on customers and rather treat their customers better before they lose all of them completely. There’s nothing worse than arriving in a business so early in the morning and finding business owners or employees that look bored – acting like they are doing you – the customer a favour by servicing you. I will re-iterate the point a made in my previous column though – that even us customers do not have a right to abuse owners or employees of a business just because we believe the notion that ‘a customer is always right’.
I’ve digressed from the main point I wanted to make – I wanted to rather focus on those that have given me excellent customer service. There’s nothing more appealing than being greeted with a smile by a business owner or an employee and being served like the most important and the only customer in a business. The businesses that have managed to impress me here in Komani because they always go an extra mile for customers include the following: Komani Automotive owned by Titus Cetywayo, Ulinda in Victoria Park, Nabila Fabric shop, Spurs, Steers & Debonair’s, both Clicks shops, Checkers, Woolworths & Switched-On Cellular Shop all three located at Nonesi Mall, GoldWagen, PG Glass & Best Drive Tyres all located along Cathcart Road, Volcano, Mica & Builders Warehouse, CTM, Twizza, Lekker Land & Total Garage – all located around the Pick n Pay Centre, Protea Spar, Pick n Pays, Inkwenkwezi Health Centre run by Doctor Ndamase, Helina’s Nail Studio & Beauty Salon and Tranquil Guest House run by Sis Pat on College Avenue, The Gallery Restaurant and of course both The Rep Newspaper and Vukani FM.
I’ve mentioned these businesses because their customer service has been exceptional and consistent. They treated me like royalty and therefore deserve to be celebrated. These I can vouch for and recommend to anyone who is in Komani – even to those who visit or shop in our area. To these businesses – please keep up the good work! And to our people in Komani – please continue supporting all these businesses.
