The Customer Service Experience

There is a serious problem with the current state of customer service. For the most part it's just awful. We set out in 2008 to take advantage of our companies' position as a small company making a high quality unique product. We wanted to not only be the leader in our niche industry, but also stand out in how we interacted with our customers. Here's how we do it.

You're Talking To The Experts

Small companies are agile companies. This means we can do things the big guys can't. Like get the company experts on the phone to place an order, ask a technical question, chat about child safety issues around baseboard heaters or get a technical drawing to see how Baseboarders will fit over your existing finned tube element. No problem - that's free and usually e-mailed within a couple hours. 

No Scripts

An enormous amount of customer service is performed over the phone and online overseas. The customer service industry is among many others that have been completely transformed by the cost-saving mechanisms of globalization. Unfortunately these people, quite often pleasant and genuinely eager to be helpful, are just reading scripts that list canned answers to the most common questions. If you have a question that gets into details, forget it.

No matter how complicated your project is, we will give you clear and easy to understand advice on how Baseboarders will transform your old baseboard heaters.

Your Customer Service Inquiry Is An Opportunity, Not a Burden

 What most companies fail to understand is that when a customer makes direct contact, it is a huge opportunity for the company and the brand. This action is essentially reverse advertising; the customer is advertising to the company their need for their product or service. 

When the customer wants answers, we give only good ones. There's no doubt that consistently cranking out a high quality product is important, but when that part of the business is running smooth as silk, the real opportunity is placing our best resources on servicing the customers specific concerns, questions and demands.

If you'd like to talk about this post or any other article on our blog, please get in touch.