Customer Service
My company has instituted a new plan, providing care packages to our clients to use while their booth is being set up. Do you really think this is an added service?
Signed: Personal Touch
Dear Touchy,
I applaud your company in recognizing that GREAT customer service. Satisfaction is an indispensable part of your daily operation and is more than just a financial transaction. In this age of “e” business, most companies and clients have become accustomed to fulfilling orders and requests that are being closed via electronic means, which eliminates all aspects of the human touch. The “art” of personal touch” is a concept that has gone by the wayside.
After talking with you at length, I am very impressed with Catalyst Exhibits’ implementation of this care package. These kits include all the tools that might be needed by your client in case anything comes up on the show floor. This also shows how you are listening to your clients’ small talk and remembering to include some specialty items and treats that he/she may favor, and may have mentioned in casual conversation. I would encourage you to welcome input from others in your company that may have personal contact with the client as well.
Personalization is all about providing information that reflects what you know about a certain customer, and what you know is changing all the time. Recognizing that the set up of a trade show booth can be a long laborious task, this care package sends a positive message of “we know and we care” and provides a distinct message of exceptional customer service. I don’t think that any client can deny that being thought of, or having their needs responded to, is a welcoming feeling in today’s market. In this environment, personalization is critical to helping customers, keep them, and give them the best service in the trade show exhibit industry.