The Value of Quality Customer Service

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At FrontPoint, we’re dedicated to providing an excellent customer experience. Consumers investing in a home security system need to know they can trust their security company.

Customer service should be viewed as an integral part of any business, not a “luxury” or “bonus.” Too often, companies are more concerned with the bottom line that they forget about their customers. Many successful companies, like Amazon, JetBlue and Nordstrom, have made the customer the focus. Today, we’re taking a moment to examine how customer service has played a role in making three excellent companies stand out.

Customer Service Leaders

Amazon: The online retail giant Amazon might be the greatest example of superior customer service. An article on Examiner.com listed a few reasons as to why Amazon’s customer service is exceptional.

Amazon regularly tops the list for excellent customer service because it values the customer experience. Fast, reliable and easy are some of the words that customers use to describe their Amazon experience. Amazon worked hard to develop this reputation, and it works even harder to ensure that every customer is given the same treatment after every purchase.

JetBlue: The airline industry has struggled in customer service for some time, but JetBlue managed to surge ahead by exceeding industry standards.

In a time where airlines make headlines for increased baggage fees and reduced legroom, JetBlue is known for offering passengers a free checked bag, in-flight beverages and a TV for every seat.

JetBlue has emerged as a flight of choice to many frequent flyers. In addition, customers have taken to the internet to compare their experience “jetting” with that of other airlines. This shows how one person’s positive (or negative) experience can have a huge impact on public perception.

Nordstrom: President Jamie Nordstrom once stated that the company’s secret is to “improve customer service.”

Our favorite Nordstrom quote is from Shop.org’s Annual Summit in 2012. He said, “We don’t like to make decisions about customer service in the board room. We leave it to the people closest to the customers. One rule is, use good judgment. By not having a lot of rules, you empower associates to innovate and come up with solutions for customers.”

This methodology empowers Nordstrom’s employees to do the right thing for customers. The company hires employees it can trust to uphold this philosophy.

This dedication to innovating and improving customer service has made Nordstrom’s one of the best examples for us to follow.

After looking at these examples, it makes you wonder, why do so many companies still struggle to give quality customer service? It’s even more puzzling when you consider that statistics have shown that customers will pay more for a better customer experience.

Customer Service and the Home Security Industry

Unfortunately, the home security industry has a poor reputation when it comes to quality customer service. You don’t have to look far to read another story about doorknockers, rude salesmen or customers dissatisfied with their alarm company.

This dissatisfaction also means that customers don’t trust their home security provider. What a huge disappointment! The job of a home security company is to protect a home and family and give you peace of mind. If you can’t trust the very people protecting you, something has to change.

The World’s Most Trusted Alarm Company

One of the things we like to say around the FrontPoint office is “build trust.” It’s a concept we apply internally and to interactions with our customers. Building trust is so important to us that it’s one of our company Core Values.

It’s no secret that building trust is integral to great customer service. From the beginning, our founders wanted to build a company that put its customers first. This hasn’t changed. We still take the initiative to ensure our customers were happy and that if they have issues, we tackle them head-on. Troubleshooting, replacing sensors and other issues are dealt with quickly and professionally.

Despite our best efforts, we’re not perfect. That’s why we look at to other companies with longer track records of excellent customer service as examples. We hope to emulate the success they’ve had through providing an excellent customer experience.

Have you had a great – or poor – experience with a company that affected your purchasing decision? Tell us about it in the comments.

Comments (4)

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  1. Alan

    Great post, Cassandra.

    I especially liked the Nordy quote about giving employees enough flexibility to take care of customers using their best judgement (within reasonable, but high, limits). I also love your three core principles as a company and how you have stuck to them over time. They don’t change with the flavor of the year.

    As for experience… Yes, customer service, integrity, trust, etc. all counts immeasurably to me with regard to any business. The average business takes my money in exchange for some good or service. The great business does the same, only I ACTUALLY FEEL GOOD ABOUT IT. Yes, it feels good when I pay my FP bill every month, when I pay my T-Mobile bill (because I believe in what they are trying to do to the mobile industry), support great small local businesses, etc. It is a very select group of companies, and FP is at the top of my list. Keep up the great job. Glad you guys constantly press on, constantly try to learn and improve. Those are the hallmarks of long-term success for any business.

    • Peter M. Rogers

      Thanks, Alan – your input and perspective are always respected and appreciated here!

  2. Alan

    Great post, Cassandra.

    I especially liked the Nordy quote about giving employees enough flexibility to take care of customers using their best judgement (within reasonable, but high, limits). I also love your three core principles as a company and how you have stuck to them over time. They don’t change with the flavor of the year.

    As for experience… Yes, customer service, integrity, trust, etc. all counts immeasurably to me with regard to any business. The average business takes my money in exchange for some good or service. The great business does the same, only I ACTUALLY FEEL GOOD ABOUT IT. Yes, it feels good when I pay my FP bill every month, when I pay my T-Mobile bill (because I believe in what they are trying to do to the mobile industry), support great small local businesses, etc. It is a very select group of companies, and FP is at the top of my list. Keep up the great job. Glad you guys constantly press on, constantly try to learn and improve. Those are the hallmarks of long-term success for any business.

    • Peter M. Rogers

      Thanks, Alan – your input and perspective are always respected and appreciated here!

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