In a world filled with fast-paced automation and computerized assistance, we still believe that human beings acting humanely is the best way to go and will never be obsolete.
Our parent company is named Service Lighting. That is no accident. When we were going through a corporate renaming process in 2004, I wanted our firm to have a name that resonated with our vision. Sure, we sell lighting products and light bulbs, but there was always a strong underlying tone to the way we go to business, and that is: SERVICE.
It is likely one of the most over-used phrases and cliches in business, but we still think it matters. In a world where help at your local big-box retailer is nearly non-existent (and incompetent), or your favorite online retailer (rhymes with Shmamazon) outsources all of their customer service to some random call center overseas, we still like to think that having a well educated and helpful human being to assist our customers is the way to go.
So... what exactly is customer service?
We like to think it is offering prompt and courteous help... through whatever venue the customer desires: phone, email, chat, etc... not just help, but really trying to look at things through their perspective, when problems arise.
Are they frustrated because their order is delayed, the items broke (we are selling glass, after all), the lights don't look like they thought they would, they need help finding that REALLY WEIRD light bulb that nobody else carries, our prices are too high, etc...
We want to provide a sympathetic ear to our customers to actually listen to and respond to their concerns to help them out.
And here are 5 reasons why WE believe it is important:
1) It's the way we've always done business.
In the words of the immortal Tony Stark, "That's how Dad did it, that's how America does it, and it's worked out pretty good so far". Well, kinda... in my case, as the third generation McLellan to own this firm, I have learned a lot from watching my grandfather and father run this firm, and one of the many things I've picked up on is how well they have treated the customers. You can't help but glean from watching this behavior and want to carry the baton in the same fashion.
2) We take honesty and integrity to heart.
In all of our business dealings, whether with vendors, customers or employees, we really value being honest and treating people with respect. Of course this leadership goal trickles down into the way we treat our customers because it is how we want to treat everyone we come into contact with.
Throughout the 65+ year history of this firm, we have continually worked hard at "doing the right thing". There have been many opportunities passed up on that could have made us a quick buck, or where we could have prospered at our customers' demise, but we simply don't work that way. And point #3 explains this further...
3) It's good for business.
Perhaps the one "selfish" motive in this, but hey, let's face it: treating the customer right will help your business grow! If you give them an experience better than they receive elsewhere, they will likely remember this and return to you when they need your product/service again.
4) It creates a long term relationship.
Having been in business since 1951, we've actually serviced over 1 million customers. Many of them, we have continually worked with for several decades. We have earned their trust by providing honest and courteous service and in return, we have a long-term relationship with our customer that allows us to grow as a firm. Customers are somewhat easy to acquire and hard to hang onto, but we believe that providing stellar service is the way to go.
5) It is the right thing to do.
The old saying of the Golden Rule states, "Do unto others as you would have them do unto you" (origination in the Torah - Wiki). This isn't just a trite adherence to gain some good karma, it is a flat out common-sense idea. Instead of only doing the "right" thing to avoid the "wrong thing" happening to you, do the right thing because you know from personal experience that it is wonderful when you receive it yourself.
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So, when we say that our company is founded in "service", it is. This isn't just a saying; we put it in our parent company name and we will continue to work at perfecting it!
And, don't just take our word for it. Over the years, we've amassed over 100,000 5-star ratings/reviews from revered third party businesses. Want proof? Start Here
