Customer service with common sense

During the past few years of this economic downturn, one of the driving forces that has helped to keep many businesses and others around today has been the loyalty we have all received from our customers, patients, clients, visitors, kama‘aina, etc.

It was also the word-of-mouth advertising (testimonials) in the form of positive customer service that has not only kept businesses around today but, most especially, kept current employees employed —and afforded some businesses the opportunity to hire additional workers as a result of business expansion.

 Mahalo Nui Loa to each and every one of you who provide customers your common sense approach to customer service.

During the past four years the Chamber’s budget and staff were reduced as a result of the economy.  We learned to do better with less (as opposed to more with less).

We took a hard look at our customer service and looked at ways to maintain and/or sharpen our ability to provide members and others the services they needed in order to help them maintain and or grow their business. I’ll be the first to admit, we weren’t always at the level we wanted to provide, especially when resources were limited.

 We’d like to thank the loyal membership of the Chambers’ 400-plus members for your loyalty and dues-investment by staying the course and focusing on providing residents and visitors your products and services with customer service that matters.  

We have also relied on our “24-7 electronic staff’ the past few years to compensate for sometimes our lack of immediate follow-up. Henceforth, in 2012 we will continue to improve our C.S. (customer service).

During the second quarter we will be launching a new service to provide additional benefits to members and visitors, thanks to an industry software package that will enable members additional services such as promoting their business through their online presence on the Chambers’ updated website.

Services will include posting fliers, job announcements, sales/specials, online registration and membership updates, to name a few.

Throughout the month of April, which is our Kauai Chamber of Commerce Small Business Administration Month, we will also launch the 2012 Directory. We will recognize six Kaua‘i entrepreneurs and leaders for their examples of what it takes to be an entrepreneur and business-community leader in this tough and recovering economy. Look for upcoming news at the Chamber’s website at www.kauaichamber.org.

Lastly, let’s face it, there are minor pockets of bad, awful, lousy — you name it — ‘C.S.’  To this end, the Chamber will be partnering with Kaua‘i Community College and other community and business partners to help those businesses and individuals receive training in order to help them correct and/or improve their customer service to stay in business.  

For the rest of Kaua‘i’s business community, we all know we, too, have room to improve. Let’s seize the opportunity since this is indeed the Year of the Dragon, an auspicious one for business.  

At your service.  

Imua and Aloha.

• Randy Francisco is president of the Kaua‘i Chamber of Commerce. He can be reached at info@kauaichamber.org

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