Our approach to customer service

This is a topic that I’m really, really passionate about – there’s much to talk about, I think I could write endlessly on this subject. I’ve said for a long time, that Lucid Computer Solutions is a customer service business, that just happens to do IT Support (amongst other things).

As ever though, let’s bring some context, in that this is just one example of our approach to customer service.

The tale of two printers…

We had a customer requirement to replace a printer, with the customer ideally wanting the exact same model, so it could be replaced like for like.

Off we went to source and then order the replacement, with us finding the same model, or so we thought…

The printer was delivered to our offices, where we did the usual check and test of it, before arranging to do the final setup at the customer’s office.

Having arrived to install the new printer, it quickly became apparent that the model we had purchased, was in fact different to the existing one (it had an extra letter in the model number).

The customer, like us, was super flexible, and simply said, if it does the same thing, it’s not a problem. I don’t wish to digress, but it’s important I emphasise why we love working with other small businesses – because they’re flexible, are happy to embrace change and look for a speedy resolution to problems.

So, we went about setting it up, and it could do most of the work of its predecessor, but the scanning to a network folder was a problem. You couldn’t do it directly from the printer itself – you had to run some software on the device you wish to scan to, which is simply a pain, and overly complicated.

We took stock, left them with the new printer in the short term (so they could print and copy), and investigated what we could do.

Firstly, it was apparent we’d ordered the ever so slightly different model – the previous one had been discontinued, and the one we’d ordered was the replacement.

The solution to this was super simple. We simply held our hands up, explained to the customer we’d ordered a slightly different model number, and that we were going to sort it.

We sourced a replacement printer, which could do the scanning properly, and we simply arranged to go back with the new (new) one and swap things over.

Yes, this meant us taking a hit on the wrongly ordered one, but this was for a long term customer, who is really easy to work with – there was no way we were going to disappoint them, for what was clearly a mistake in the ordering process on our part.

All that matters here is, that the customer had a small problem, and we quickly resolved it for them. They were thankful for it being quickly being sorted and will have forgotten about it by the time I write this, as there was no fuss or hassle.

Sometimes, you just have to put your hands up, say we got it wrong and then move forward. It’s quick to do, it’s easy and it keeps everyone involved happy.

The outcome here? The customer still loves us, and we love working with them. Everyone wins.

Gavin Moorhouse is Customer Success Champion at Lucid Computer Solutions, a Worcestershire based IT Support business.