“Customer service represents the heart of a brand, in the hearts of its customers.”

You might not be familiar with this quote by people skills coach, Kate Nasser, but when it comes to running a successful business, these words are more important than ever. Why? According to a recent study, 60% of consumers say they would be unlikely to return to a company that has provided them bad service

As most companies understand, customers are the core of their business, and without a business structure that attracts, services and retains customers, those companies, in fact, have no business.

So whether you’re a business owner, work for a company or just interact with people in your day-to-day life, customer service plays a critical role in your daily communications.

Listening to your customer's needs is an important part of delivering excellent customer service

With this week celebrating “Get to Know Your Customers Day,” we thought it was a great opportunity to look at the value of providing quality customer service, and highlight how BDI always puts this important value first.

Simply put, customers care more than ever about how your brand makes them feel, which is why customer service has such a major impact on your bottom line.

The first reason excellent customer service is so critical is that it builds customer loyalty. 

Customers care more than ever about how your brand makes them feel.

Think about the places you go out to eat on a regular basis. Sure, the food might be great, but would you continue to return if the hosts took an hour to seat you, the servers were rude, or the management failed to address your concerns? Probably not. In a world full of competition, you can find great products anywhere, but not everyone will sell them to you with a smile and be understanding or responsive when things do go wrong.

Another reason customer service is so important is word of mouth, and this goes beyond what you hear from friends and family. According to a 2016 consumer survey, 74% of consumers say that positive reviews make them trust a local business more, while negative reviews will turn away 60% of consumers.

It's no longer about what a company says about themselves, but what customers and other people have to say about them. Think about how often you have made a buying decision based on the ratings, reviews and customer service experiences of other consumers, and you can easily see how impactful bad or positive word-of-mouth can be.  

91% of consumers read online reviews for local businesses.

At BDI, excellent customer service has been an integral part of what has kept us successful for more than 30 years. Dave Jacobs, Manager of Customer Relations and Sales Development for BDI, says it’s part of the company’s core values, culture and DNA.  

“We believe it’s our privilege to ensure that our customers are thrilled with their complete BDI experience,” said Jacobs. “Our entire staff understands that we are all in customer service and we are all in sales. No matter what our role with the company is, we strive to deliver excellent customer service and experiences. We simply don’t succeed unless our customers and partners succeed.”

Dave Jacobs, Manager of Customer Relations and Sales Development for BDI

While 89% of marketing leaders expected to compete primarily on the basis of customer service by the end of 2016, BDI has already emphasized exceptional service for years.

The customer service department at BDI has an average tenure of 7 years, and is highly trained to handle calls and concerns from both dealers and end consumers. What’s more, all BDI employees are cross-trained for seamless support on concerns ranging from technical support, to order status, to product availability and features.

BDI's own Vergil Arbuckle, recently named Sales Business Development Associate, was recently recognized by Home Furnishings Business magazine as one of their "Forty Under 40" for his achievements in the Customer Service department at BDI, where he served for six years.

"It is an honor to work for a company that not only puts customer service at the forefront of everything they do, but also recognizes those who make it a part of their business practices every day," says Arbuckle.

"We take our core values seriously, and strive at every touch point to be the kind of company anyone would want to work with and buy product from,” added Jacobs.

At BDI, we truly value getting to know our customers better, and understanding what’s important to them.

Through building this relationship with our customers and taking their valuable feedback to heart, we are able to continually improve our products and the experience consumers have with our company.  At the end of the day, we want all of our customers to feel great when they think about – and do business with – BDI.  

Two of our core values at BDI is ‘Partnering in our customers’ success,’ and 'Striving to always improve.'

Dave Jacobs, BDI

Help us get to know you better! We'd love to hear about a positive customer service experience you’ve had that you really appreciated, or any feedback that you want to provide in the comment section below that you feel is important for companies to always keep in mind when providing good customer service.