So recently I was looking shopping around for an item I want, but I don't know much about the various brands and models. I found one that was just what I was looking for, and at 1/3 of the price of the nearest competitor. The reviews seemed to say it was great, but with an ample supply of (seemingly biased and snobby) nay-sayers. So I did a little more research and found that this company's products come with a free, lifetime, no questions asked guarantee, and will not only repair or replace any of their items (even if it was bought used, and it's destruction was entirely your fault) but will even return it (at their expense) with a note detailing their work, and a free accessory. At that point I was sold, and when the budget allows I'll be picking one up.


Anyway, this got me thinking about customer service. For the little things, I don't care all that much, just as long as I can get my bare essentials for the lowest price possible. So the grocery store has very little to worry about unless they go out of their way to piss me off. But for the bigger things, the ones that cost more money and may require some trust (such as anything ordered online) I find that good customer service can be the most important factor in determining whether I A) Risk buying something from them or B) Become a repeat customer.

What bugs me then, is that there seem to be many businesses out there who think that keeping the customers happy is a fairly low priority. They are happy to take your money and send you a product, but if you have a problem or need an answer, are nowhere to be found. Even some make a quality product can be a real pain to work with. And a warranty that doesn't cost extra, expire quickly, and contain countless loopholes is a rarity these days (he said as if he could remember a time when it wasn't).

We have many vendors on this site who are known for their great service and reliability. And there are non-sponsors who are great to work with (I've been singing the praises of Alphakilts for some time now). And at the same time, we here all to often about vendors who are unresponsive, sell inferior goods at inflated prices, and at times are just dishonest.

I don't know about anyone else here, but I can name a few businesses that will not be getting any orders from me after the stories I've heard. And even if I never order from Stillwater or Alphakilts again, I will continue to spread the word. Is it because they are superior to the competition in every way? Well, not having tried the equivalent products out there, I can't say one way or the other, but I do know that they care about their customers and will bend over backwards to make sure they are satisfied.

This is why I have always believed that the value of a satisfied customer far exceeds the cost of replacing a product or taking the time to respond to an email. A happy customer is often a repeat customer, and word of mouth is a powerful thing.

So I ask you, how important is customer service to you?