Why is Customer Service so Important?

Friday, June 15th, 2018 by Kenneth Ruddick


Customer service is the most important aspect of any business. Whether you work in the restaurant industry, or a waterproofing industry, if the customer isn't happy then your business will suffer. 

For the past 9 years, I have worked for Elite Valet and Hospitality. I have worked in many different locations, but have worked at Insignia Steakhouse since they opened in 2011. I quickly learned the importance of great customer service, and looking back I have drawn many parallels as to what makes a business boom. And it all comes down to this thing we call customer service.

What is customer service, you ask? Customer service is the support you offer to your customers before, during, and after they buy your product or service. When you offer customers an amazing experience, you increase the rate of which you retain repeat business. Repeat customers are vital for any business, and customers are much more likely to refer others based upon their experiences. One thing we can all agree on is that we don't want a customer to share a bad experience with their friends and family. 

One night in the middle of a cold winter, I came across a regular customer at Insignia Steakhouse who wanted his car to be parked right up front. It was a very busy night, and all of the front row spots were occupied by flashy sports cars. This customer was hosting a private party that night and had a bunch of gifts in the back to bring inside. I offered to help carry some in, only to come back out and see that his car was parked in the back of the building. I had one of the cars up front moved over and put the customer's car into the front space. At the end of the night, the customer came out and told me he was ready to go home. I always like to ask how the night went as it helps me to get a measure on how we as a collective group are doing. He told me he had a great night, and he was thrilled to see his Ford Explorer parked among the Maseratis and Corvettes. So much so, that he asked how many guys were working and handed each of us a hundred dollar bill! Exceptional customer service.

Customer service should be a top priority for every business philosophy. At Healthy Basement Systems, we value that same mentality of exceptional customer service. Without the customers, we wouldn't be in business! That's why we go the extra mile to educate clients about the basement waterproofing and crawl space waterproofing process, and we are happy to answer any questions they may have. We also have processes in place to ensure that the customer has a positive experience throughout every phase of the process. Whether it's the first initial call to the appointment center, the inspection, or the production stage of the job, we always go above and beyond to ensure every question and concern is addressed and that the job is done right the first time, every time. This also ties into the philosophy that our waterproofing systems will keep your basement dry, all the time. Choosing a contractor can be stressful, and sometimes a difficult process. At Healthy Basement Systems, we will always be there to answer the phone and offer expert advice and exceptional service. We are not your typical contractor, we are the most award-winning contractor on Long Island. That speaks volumes about the integrity of our company where character comes first.