Some days back I had my wife mobile phone with Lines on LCD and I had to take this to an authorised service centre for repairs.This phone is from a Premium Chinese brand.
As always the image of service centres are poor and you don’t expect a better service from them.
Took back up in another mobile phone and was busy for two hours doing the restore part. Left for service centre expecting queue and three to four days for them to replace the screen.
A not so good response from service guy stating this is not under warranty and expenses will be heavy with silly reasons for water damage/ mobile dropped from a distance.
Surprisingly there were limited customers i.e.3-4; response time was faster and their system tracks your activation so without Invoice they can come to know when was the phone activated and the warranty status.
They just asked me to wait for one hour and your mobile phone LCD will be replaced with a new one.
Until you wait for your mobile phone to be ready they have to keep a self-served Tea Coffee Vending machine which is easy to use and enjoy your waiting time.
I was wondering why so many mobile brands didn’t survive the competition with Apple and this is the only one who is trying to be like Apple where there is focus on customer experience Pre-sales and Post-sales.
This brand happened to be
and they really take feedback from the customers with
a bowl kept at the desk where customer support executives are serving you.
That Bowl was named Bowl of Happiness which lets customers served with Happiness and their feedback is filled up with happiness.
Feed back was taken in similar to red chits and Red means Action and Dominance; infact the logo of One Plus is similar to Red
The mobile phone is a necessity and has to be up all the times without delay; same way Business has to be running all the time; if you have a great process for sales in your business; you should have a great process for your Post-Sales service in the business to retain the customer.
Many brands have been out of the market due to poor response to the customers post-sales and they have disappeared from the market.
If you want to keep Bowl of Happiness in your business there are Five things you can be ready for
1) Keep your staff Comfortable
2) Listen to Customers requirement
3) Serve them much better than their expectations
4)Give your staff much better independence to serve customers
5) Get your backend process Automated.
And you will get Brand ambassadors for your business than the Brand critics who will let your business down.
Brand Ambassadors are created with feedback from Bowl of Happiness. This happiness spreads from one person to ten persons and creates the brand value of any business.
So if you are still wondering what to do; Listen to your staff and customers to keep your business growing.