I know, it’s a boring title for a post. Customer Service ethics…yawwwnn. It practically put me to sleep writing it. We’ll get back to posting about cool camera gear next week I promise. But the reality is, service is important. And few things mean more to us than making sure our clients (that’s you!) are happy.
And it’s not rocket science. Make sure people get a good value for what you offer. Treat people kindly and with respect. Know your gear inside and out and be able to accurately answer any questions about it and offer sound advice. And when things do go bad, bend over backwards to make it right.
I can’t tell you how many evenings and weekends we’ve put in to fix last minute problems our clients have had. It’s part of the job, and we actually like doing it. People know they can rely on us, and it keeps them coming back.
Which is why it boggles the mind to read a review on Yelp that is full of wild inaccuracies and stories that are just plain not true. I won’t link to it here, but I’m sure you can find it if you try. The “reviewer” is a new account, and has only written one review, which makes me suspect it’s either a competitor or someone with just a massive chip on their shoulder.
So to the anonymous negative reviewer I would say this:There are plenty of morally bankrupt companies in the world, companies worthy of your scorn, companies that do try and screw their customers. A small business that is devoted to lowering equipment rental rates for filmmakers and helping them shoot their dreams is not one of them. If I ever ran a business that was actually like the one described in the review I would rather shut it down than keep operating. If I wanted to screw over clients and make buckets of money I would have been an investment banker.
But I want to make movies and videos and help others make them too. I like my client’s and I want them to like us too. That’s what we do, day in and day out. That’s what customer service means to us.