Recognizing good service…
Since its inception in 1985, DAVIS has been predicated on providing the best service possible to its customers and community. If you haven’t read the book “Raving Fans: A Revolutionary Approach to Customer Service” by Ken Blanchard, I would highly recommend it as it has been instrumental in reaffirming our approaches to continuous customer satisfaction and shedding light on additional opportunities to WOW our customers. That being said, what I have found in my experience here at DAVIS is that reliable customer service can sometimes be exceptionally forgettable.
In many cases, quality of customer service is measured by how an organization responds to process errors and special requests. At DAVIS we are maniacally focused on taking advantage of every single one of these opportunities (as few as there may be) to create happy customers and a memorable experience. Fortunately or unfortunately, the bulk of our efforts are dedicated to ensuring our customers never experience issues that would trigger a terrific opportunity for customer service interaction.
So, when given the opportunity to provide memorable customer service DAVIS excels, but what if reliable, convenient processes make those opportunities rare?
This is a conundrum we have been working to solve over the past few years and we are finding it requires a much more proactive and solutions-focused approach. While we remain as dependable, efficient and effective as they have ever been, our sales and recruitment teams have found terrific customer service opportunities in helping customers refine their hiring and onboarding processes.
It would be an understatement to say that we LOVE providing positive onboarding experiences. As a company, DAVIS has been making new hires happy, comfortable and confident for nearly 3 decades. Sharing our best practices and helping managers of all experience levels improve the efficiency and effectiveness of their selection, screening and hiring processes is a passion for everyone here at DAVIS.