A few weeks ago we introduced you to Brandon, Sprayer Depot’s sales manager who shed some light into how our sales department operates. We thought it might help if we dug a little deeper into just how our Customer Service Technicians operate, and demonstrated some of the lengths they go to exceed expectations – from technical support on sprayer equipment to delivery needs, to even helping customers save money along the way. After all, the sales department here at Sprayer Depot is empowered to go above and beyond for customers, with customer satisfaction being the number one goal.
It’s no secret that there is competition in the spray equipment market. But one thing we feel sets us apart from other spray equipment companies is the way we treat people: finding solutions for a problem, helping to navigate the variety of parts and accessories to meet their needs, and simply the general interest we take in getting to know folks.
Let me share a recent example. We’re based in Florida, so when an in-state customer placed an online order with 2nd Day Air shipping, a flag went up with the shipping team fulfilling the order. One of our team members in the shipping department identified that given the proximity, the customer could save money on shipping while getting the product faster. So we contacted the customer to let them know that ground shipment would get there in just one business day, and the shipping would be less expensive. As you can imagine, the customer was extremely happy that their order arrived a day sooner than expected, but was also grateful we took the extra step to catch the order and save them money.
“We strive for perfection in regards to making sure our customers are pleased with their purchase and feel good about doing business with us,” Brandon added. “We want them to continue to call/email, whether it’s just with a question or another order.”
It’s that one-on-one approach, plus being courteous of a customer’s time (we realize you don’t have all day to get things done) that help turn first-time sales into repeat business.
One metric we use to showcase these attributes is through BizRate reviews that are published online for all to see. Sprayer Depot is assured that we are conducting business the right way. Take a look at our BizRate page to see for yourself. As Brandon would say, “We’re killing it in the 3 main categories!” That enthusiasm is infectious and carries across the entire team that takes your calls, responds to emails or chats online.
We also shifted our customer survey system this year – the old design was limited to simply determining if a customer was completely satisfied or not with their purchasing experience. It was one or the other. So we updated the survey that’s emailed to customers after they place, and receive an order to measure the satisfaction rate, as measured on a scale from 1-10. This helps us find areas for improvement, even if a customer wasn’t completely dissatisfied.
The numbers don’t lie, either. We use a Net Promoter Score in those email surveys that on average is at 90%. In addition, the average Rating Score is a whopping 9.4 out of 10! On top of that, an average of more than 50% of survey respondents submit additional comments and compliments.
See for yourself. Take a look at what a few of our customers had to say about ordering sprayers, sprayer parts and accessories from Sprayer Depot:
“Sprayer Depot is the BEST company I have ever had to do business with. I needed my order quickly and I had it the next day. Awesome company and I would recommend to everyone. I will return her every time I need something new. Thanks Sprayer Depot.”
“What a great shopping experience! Website is very clear – had the sprayer gun and all the parts I needed. Live chat answered all questions re: fitting size.” – Dan. O., Virginia
Definitely gives the team warm fuzzies. We hope the next time you’re in the market for a new sprayer or simply have a sprayer part to replace, that you’ll contact us or visit our website. In the meantime, stay tuned to our blog for resources and helpful information to keep your equipment running smoothly.