STAFDA releases 'Concierge Customer Service 2.0'
The Specialty Tools & Fasteners Distributors Association (STAFDA) has released "Concierge Customer Service 2.0," an updated manual based on research from Dr. Jeanne Hurlbert, whose first edition was published in 2018.
In the post-COVID business environment where texts are the norm, STAFDA says customer service has become more impersonal and distant – but it hasn't gone away. Creating a great customer service experience is still very important, especially in the construction/industrial channel where personal relationships and demoing tools drives the market.
Hurlbert ranked STAFDA member survey input and came up with a list of 14 issues representing members’ greatest priorities and challenges. The top three are:
• Retaining a quality work force (96% of respondents)
• Increasing profitability (95% of respondents)
• Retaining existing customers (95% of respondents)
More than 83% of STAFDA members who responded to the survey said they viewed customer acquisition of highest or high priority.
All STAFDA members have been mailed one free copy of the handbook with additional copies available at a nominal cost. The manual is available only to STAFDA members.
INDUSTRIAL SUPPLY MAGAZINE
The January/February issue of Industrial Supply magazine features an in-depth cover story about MSC Industrial Supply. Plus, we're featuring articles by contributing writers Dr. Bharani Nagarathnam and Frank Hurtte, as well as interviews with numerous product and distribution industry experts.
