November 2023

How many brands do you know that truly deliver on customer service promises? How many truly understand their customers and give a service beyond the basic, beyond expectations? Are there any medium and large customer facing businesses that can still tailor service to individual customers? It’s a challenge but those that get it right reap the rewards.

Masslift Africa, leading importer and distributor of forklift trucks from Mitsubishi, has invested heavily in customer service, upskilling people, embracing a wide portfolio, and backing up with parts and service that others can’t deliver to ensure that buyers are delighted at every tough point.

Jumbo is doing similar. The fashion retailer is spending on its stores, hiring new people, and growing its footprint to deliver quality for more people. But in each store, CEO Alan Scheckter insists on local talent, who understand the community, to bring service unrivalled in its areas. This focus on service sees the company grow at around 15 stores per year on average, booming in a tough retail environment.

SIME Darby Oils, the supplier of edible fats and oils to the food industry, is releasing new products to improve the quality of customers recipe. By researching what works and what doesn’t, what is good and what is bad, and where customers need more, the company is coming up with new ideas to make chips crispier. It sounds obvious, but this level of service will help the company to leapfrog others and claim market share.

Idwala Industrial Holdings is set to become a solutions provider for its clients, rather than simply a supplier of products, listening to exactly what is required from those that buy its industrial minerals across a range of different industries. The company is investing in new technology to improve products and better cater to the changing needs of the market.

Without laser focussed customer service, these businesses would not be able to grow at the rate they have, and others might have taken the chance. Without sounding condescending, customer service remains the number one priority when it comes to attracting and retaining customers and it shouldn’t be ignored.

Get in touch and tell us how your company is delivering its customers service and how people are reacting. We’re online at LinkedIn.