Customer Service in the Lighting Industry

Sell, sell, sell is the motto of most lighting retailers. While this may bode well for their sales it does nothing to encourage a positive customer relationship or foster customer loyalty. Unfortunately in the online retailing world, there are many retailers that feel that operating online gives them the right to operate with ambiguity and indecisiveness in their customer service. There are however, a select few retailers of ceiling lights and outdoor lighting fixtures that are approaching the industry in a ‘new light,’ so to speak. This new way of doing business is really a revolution in the industry and it stems from a basic philosophy; care about every order, every time, not just the customers who have ordered more than once.

A quality retailer knows that every pendant lighting order is a chance to build a new long-term relationship with a customer. Perform well on the pendant light sale and watch as they come back and order a crystal chandelier the next month. Ignore a new customer’s concerns on the first order and they won’t be back to shop with you again.

The lighting business is one in which price competition is difficult and in many instances price differentiation is very limited and inflexible. The real difference in lighting retailers comes in the form of quality and responsive customer service. This level of customer service involves offering advice and lighting solutions for those who are in need. It continues with reliable and expedient order fulfillment and is finished with a commitment to post-purchase satisfaction. Getting these right means a satisfied customer who will return for their next crystal chandelier or outdoor wall light for their new yard.

On your next light purchase, look for a retailer who has a solid commitment to customer service and satisfaction, through all stages of the ordering process.

Customer Testimonial

To: Customer Service Manager

 

I don’t normally take time out to commend someone for their service, but in this case it is most appropriate. I have been in the service industries for 28+ years, managing small-to-medium sized call centers here in the US and India. I consider myself an expert at identifying excellent customer service reps. Today, I was shopping at your site, looking to buy a special birthday present for a friend. I had several questions, so I decided to call your toll-free number for the answers. I had the great fortune of speaking with Ms. Jessie, who was not only professional and very polite, but she also went the extra-mile by calling the manufacturer to confirm the size of the pendant light. She spent additional time making sure she had accurately collected all of the billing information I had given her. Jesse used my name throughout the conversation, which to me is personal touch. At the end of the call, I expressed my appreciation to Jessie for a job well executed. In closing, I want you to know that I purchased only one light for $125, but I will assure you that I will do business with you again, as well as refer my friends and family. KUDOS to Ms. Jessie! Thanks for your time, and have a wonderful day!

 

Marilyn

Customer Testimonial

Thank you for a highly sophisticated and well managed online shopping experience. Your website is one of the best I've come across for viewing hundreds of lighting fixtures and I have recommended it to our kitchen and bath designer who now intends to use it extensively with her customers. Hope I brought you some new sales volume!