Here at Pimbrook,  we’ve always believed that this is the case. It’s an attitude, an ethos, a way of working as opposed to being a department, or someone’s responsibility.

It’s almost like a mission statement, but one that we find easy to accommodate. As it’s not ideals or jargon. It’s simply; 

• Courtesy- talking to each customer, supplier, team member with a smile, and a simple please or thank you.
• Walking the walk- if you say you’ll do something. Then do it. Simple as.
• Listen- take time to listen, truly listen. This makes for a fruitful and long relationship.
• Trust builds trust.
• Always give people more than they expect.

Sometimes companies treat customers, especially demanding customers like an inconvenience. They are giving us the opportunity to be a partnership. Don’t abuse this!

Remember that your customers’ perception is your reality. The more you engage with your customers the more you learn about them, and what they need.

But don’t beat yourself up, as they say those that never make mistakes, never made anything. So embrace the mistakes, most importantly learn from them.

Use them to improve your customer service mindset.