Big City Location, Small Town Customer Service

When we talk about the experience we offer customers at Capacity LLC, I often think back to the big city. Not because the streets of NYC are paved with kindness and goodwill - just try slowing down during rush hour and see how much "holiday cheer" you receive - but because nestled among the major chains and major headaches of big city living is a Brooklyn institution that delivers customer service like it's a small town setting: Northside Pharmacy in Williamsburg.

I won't expound upon their many virtues too much here, as we've already done that on our company blog and Yelp has many more accounts of their exquisite commitment to customers. Instead, I'd like to underline just how much of a competitive advantage remarkable customer service can provide, especially in a setting where it's unexpected or unusual.

You see the difference between good customer service and remarkable customer service is absolutely key.

In a world where everyone is one referral or Google search away from your nearest competitor, good service will only get you so far. Customers can get rapid recommendations and easily access reviews to pick out the most reliable service providers, so it requires something further still to keep them coming back for more and, better yet, telling their friends, family and anyone who'll listen to do the same.

That's where remarkable service comes in... literally, an experience worthy of remark to others.

If you give your all to your customer, understand their business, their pain points, and provide the very best solutions your operation allows for, you're already head and shoulders above 95% of your competitors. What's more, it starts to show in the testimonials, reviews, and word of mouth recommendations that your customers share in person and online.

I keep returning to Northside Pharmacy not only because of my own customer experience, but because I know others feel the same way about their service. A commitment to that consistent excellence breeds loyalty, leads, and a level that we can all aspire to.

Every day we work to translate that small town service approach to our big city supply chain solutions on both coasts, and encourage you to consider the same for your business as a new year and new opportunities approach.