At Integrant, we don't just say we partner with our customers, we back it up by sharing the risk. One example is our CEO Yousef Awad's recent blog on the best way to say sorry to a customer: http://blog.integrantinc.com/index.php/2010/10/28/how-to-say-im-sorry/

Our company is structured in a way that every employee receives a "commission" from most of our clients. That way every person, from the one who opens to mail, and answers the phone, to the sales people to the boss are invested in that clients success. It's a great motivator and helps us keep our cash flow up. Our employees now know that their weekly paycheck is only part of their compensation package and for them to have long term success at our company our clients need to have success first. We also strive to maintain each clients unique way of doing things. We try to tell clients that we change our process to fit their needs and they really do respond to that.

Delivering exceptional customer service is easy (and fun) provided you have the right people with the right mindset in place. Exceptional customer service is answering the phone with a smile on your face and a happy tone in your voice. It is being 3 steps ahead of your customer/client in terms of the next question they will ask (already having the answer). If you need to call them back, tell them that your goal is to call them back regardless within 5 minutes then call them back in 2 or 3 minutes. If you cannot accomodate them, give them 3 viable options with answers and that you will pursue on their behalf. Always thank them for their call/request. Always ask if there is anything more you can do for them prior to hanging up. I always kept a database of customer/clients which were easily referenced multiple ways. I jotted down notes of our conversation (personal notes as well) to be brought in a future conversation. The customer feels like an old friend. I ALWAYS have a follow-up reminder to touch base via phone or email to keep myself and the company in front of them. Go the extra mile to make your customer/clients very happy. These "little things" add up to exceptional service that really stands out in the customer/client mind. I could go on all day about this subject...it is my passion!!!

we care about our customers needs. whether its something we can offer them, or not. signed, sealed, delivered.

At our company... we just care. Andrew.