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Improving customer service - video transcript

In a case study video Maria Theodotou of T&M Cabinets explains how she uses personalised customer service to retain clients:

[Maria Theodotou, T&M Cabinets]

My name is Maria Theodotou. Our business is T&M Cabinets, and we do cabinet joinery work for the domestic and commercial industry.

My advice would be — to any other business — would be to treat every customer as if they're your only customer, and you treat them how you would like to be treated, and the end product is how you would like to see it in your home.

We build long and outstanding relationships with our customers, as our customers are not just a number. We meet many of their family and friends and that's what helps our business to grow.

We don't use sales pitches with our customers and the quality of our workmanship is the same standard from the low budget, right up to the high end.

We always stay in contact with our customers and always inform them of how their project is progressing. We know all our customers by name and T&M Cabinets oversees every project from start to finish. There is no middleman.

We teach our staff that our customers are the bloodline of our business and phone manners are very important. They are always to be helpful, knowledgeable and courteous. Our staff are always prompt and well-presented.

Follow up is very important to us — it's our customers' feedback that helps us grow and improve our business.

Watch our improving customer service video.