“When the customer comes first, the customer will last.” — Robert Half
At General Code, the customer is at the forefront of everything we do. In our 60+ years of serving thousands of local governments and their communities, we’ve learned that providing excellent customer service is a process that is highly personal and always has room for improvement. Over the years, we’ve discovered a few things that have helped us serve our customers better:
It’s really about customer care.
A great customer experience isn’t just about service, it’s about care. We’ve learned that customers want more than “service transactions.” They want to be nurtured and cared for on a level that is personal, friendly and respectful. By taking a caring first approach, we are able to establish comfortable working relationships with our clients that grow into trusted, lasting partnerships.
Customers are our best teachers.
Every customer is unique — and each customer interaction is a valuable opportunity for us to learn about the needs and challenges that are specific to local governments and their communities. Learning starts with listening, and we do a whole lot of it before we can create and implement solutions that work best.
Don’t get upset, get better.
Not every customer will be satisfied 100% of the time. We use any minor service gaffe or criticism not as a failure, but as constructive feedback and an opportunity to improve the customer’s experience going forward.
Share your knowledge.
Customers come to us for our expertise. We take every opportunity to offer them our unique knowledge and perspective as true subject matter experts, through blogs, emails, webinars and other touchpoints.
Empathy, patience, and kindness go a long way.
Our clients are people first, so it’s important that we treat each one with respect, kindness and patience in every interaction. We are also always mindful that our clients have chosen to invest their time and money with us and could have easily chosen a competitor, so we always thank them for working with us at every opportunity.
Always be available to help.
It’s important that our clients can reach real people day or night who can help answer questions and solve problems. We take great care to ensure that our lines of communications are always open, so issues are addressed quickly and effectively.
Customer Care is everywhere.
From the sales team to code editors, from the marketing staff to accounting services—and more—customer care at General Code is a total company effort that crosses individual disciplines, and touches clients at every phase of their work with us. Meet some of our people who deliver top-notch customer care every day.
