Q&A with Drilling Specialties Company on Customer Appreciation

​CUSTOMER APPRECIATION

A worldwide expectation

 
One of the best feelings in the world is feeling like you are appreciated, right!? Wouldn’t you like your customers to associate that same feeling with your company?
In a study by the Rockefeller Group, a surprising “82% of customers will leave because they think you do not care about them. Customers want to be treated as individuals. They want to feel like their business matters to you and that you care.” 
Simple takeaway… when customers don’t feel appreciated, they leave.
What can you do as a business to retain your customer base, and make them feel appreciated? Jace Drew, Sales - Permian, West Texas, South Texas Region for Drilling Specialties Company, a division of Chevron Phillips Chemical Company LP (DSCO) weighed in with some ideas and strategies for worldwide customer retention and overall appreciation.

WHAT IS A CUSTOMER SERVICE STRATEGY?
 
A Customer service strategy is building a lifelong, trusting relationship with customers and consumers. DSCO’s service strategy is to develop relationships with our customers by improving each customer's experience with the company, by exceeding their expectations, addressing any problems, and improving their overall interaction throughout the process. Our number one goal is our customer and their experience.  That is the hallmark of a great customer service strategy. If you don’t have a strategy yet, create one with your customer in mind as your main goal.

IS IT IMPORTANT TO HAVE A CUSTOMER SERVICE STRATEGY IN PLACE FOR EVERY BUSINESS?
 
Yes, absolutely, especially if you are in a service business of any kind! A great customer service strategy helps with how much time you have in travel, how you communicate with your customers, how you maintain customer satisfaction, and how you support your product. The customer should always feel greatly valued and appreciated.

IS IT EVER TOO LATE TO WIN BACK CUSTOMERS?
 
NO! It is essential to listen to the customer, to ensure you are providing the services and products that best fit their needs. Always strive to ensure that the customer knows you are working to provide the best products and services and you are working for them with their best interest in mind. Determine a work-smart strategy to win back customers and listen to what the customers concerns are. Never write off a lost customer, instead strategize on how to win them back as a loyal customer!
 
IS CUSTOMER APPRECATION THE SAME EXPECTATION GLOBALLY?
 
I believe customer appreciation is the same for our company throughout the world, no matter what area we are working in. Drilling Specialties Company, division of Chevron Phillips Chemical Company LP, works hard to communicate to customers that they are appreciated and we are always interested in their specific needs and requirements with respect to our products and services.  We would not be one of the premier chemical companies without their continued support.

ANY ADVICE FOR A NEW BUSINESS OR THOSE LOOKING TO DEVELOP OR STRENGTHEN THEIR CUSTOMER SERVICE STRATEGY?
 
Good service is implemented through your attitude and employee training. Exceptional service stems from a positive attitude which begins at the top of a company and works its way down. Learn from your customers that are choosing an alternative supplier, listen to what they have to say, then take their input and work on necessary changes.