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Customer Service: The Importance Of Going Furthest


One of the most satisfying things about the customer feedback on Purplebricks is that so many comments are about exceeding expectations. This is a typical example to warm the cockles of your heart.

Our customer decides to put their house on the market on the Friday, Books a Valuation from one of our Local Property Experts on the Saturday morning, instructs us straight away, advert up on Rightmove that afternoon, two viewings booked for that evening, offer of the asking price received before any other estate agency has opened on the Monday morning. Sale agreed at more than the asking price on Monday afternoon.

“Unbelievable – literally unbelievable,” said the delighted customer.

Recently whilst on holiday in Los Angeles, one of my sons dropped his phone and his screen smashed. The same thing had happened to me in London a couple of weeks earlier and it had taken me two days and over £100 to sort out. In LA, you just phone someone up and for about £60, they’ll come out in 90 minutes to your home and replace the screen using their van as a workshop, so two hours later your phone is as good as new.

“That’s pretty amazing,” said my cynical 19 year old son.

A couple of weeks ago our primary television went on the blink (This may have something to do with the fact that I had dropped it when putting it on the new wall mount not that long ago). It was 6pm on a Saturday and by 10am the next morning I had a new TV, courtesy of ao.com. I’d looked at John Lewis before I’d clicked on ao.com. Standard delivery in 5 days from them….

“****!” said my wife “That’s incredible – how do they do that?”

And finally, there’s Amazon who will deliver a number of items within an hour of being ordered in Central London. For orders of over £20 and if you are an Amazon Prime subscriber, there’s no additional charge for this. That’s also pretty remarkable although when I ordered some new headphones for my daughter, the delivery took 70 minutes, so was basically 10 minutes late.

“Sorry, it’s a bit late,” said the delivery man.

All the above examples show that the UK has come along way since the era when customer service was deemed to be fantastic if companies just kept to what they said would happen.

And then the accountants took over and set our expectations somewhat lower.

Thankfully, it looks like those days are over.

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