Prioritizing customer service for more than 30 years
We’ve all heard stories of bad customer service where the customer ended up writing off a company for good based on one negative interaction. At VPI Quality Windows, we pride ourselves in our superior customer service because we know that a good experience means the customers may return and refer our services to others. And referrals are precious—they’re how our business was built.
According to Salesforce, 80 percent of customers say the experience a company provides is as important as its products and services—and 94 percent of customers are more likely to make another purchase after a positive customer service experience.
For more than three decades, customer service has been a key priority at VPI, which is how we’ve grown from a small shop to a leader in commercial windows and doors for mid-rise, multi-family, institutional, hospitality, and commercial projects. Here’s a look at just a few of the ways we’re making customer service a priority.
How we ensure excellent customer service
We always start with a great product. From there, here are several things we do to ensure a positive customer experience, every time.
We hire the right people. Everyone on our team is empathetic, personable, and invested in the job. They’re rigorously trained and fluent in the products, and genuinely want to help our customers. It sounds simple but we’ve found that’s not always the case.
We think self-service issue resolution is for the birds. Ever tried to solve your customer service problem with a chatbot that keeps referring you to a frustrating loop of canned responses? We’re the opposite of that. Despite technological advances, the top three methods people still prefer to solve customer service issues are email, phone, and in person. Turns out those are our favorite ways to quickly deal with issues, too.
We model good problem-solving skills, from the top down. We instill in our people how to analyze a situation, make a plan for how to resolve it, implement the resolution, and evaluate whether it worked—and if it didn’t, to keep at it until it does quickly and effectively. Our policies reinforce rapid response times and we always go the extra mile to foster long-term relationships with customers.
How we’re building a great place to work
Customer service and employee satisfaction are related; in fact, a Glassdoor study from 2019 found that they’re directly correlated. And that makes sense: If you’re proud to work somewhere, that will show through in how you interact with customers. That’s why we work hard every day to help our employees grow their careers, giving them opportunities to innovate and improve the lives of others by delivering the highest quality commercial window and door products.