Every company needs selling points — factors that give customers a reason to spend their money with you instead of your competitors.
At Spectrum Surgical Instruments Corp., that selling point is customer service. And what sets Spectrum’s customer service apart is an attention to detail.
Customer service at the surgical instrument supply and service company — headed by President and CEO Rick Schultz — begins at the initial customer interface: the phone. During business hours, all incoming calls are answered by a live representative, with an added company policy that the phone should ring no more than three times before being answered.
As a quality control measure, all calls are monitored, and between 10 and 12 calls per representative are reviewed and scored by management each week. Supervisors then present the reviews to the representatives, grading them on their attentiveness, use of the customer’s name and how they display gratitude for the customer’s business.
Spectrum provides multiple avenues for customer feedback, including feedback cards sent out with each order and a live chat on the company’s Web site, which allows customers to both send feedback and ask questions in real time.
Spectrum also goes the extra mile with free pickup and delivery service for serviced items, at least two follow-up calls when orders are delivered to a customer, and a thank-you note attached to a bag of jelly beans delivered with each order.
In the past year, Spectrum has unveiled a new Web site with a streamlined ordering process and other updated information. The company has also introduced GPS units in all sales and service vehicles to allow for a faster and more efficient response to customer service requests.
It is attention to details like these that have helped Spectrum maintain its edge in a competitive market.
How to reach: Spectrum Surgical Instruments Corp., (330) 686-4550 or www.spectrumsurgical.com
