Komplett in Ireland grew through word of mouth. A guy who bought from us told a gal who needed something we sold who told her mother who told her brother, and so on and so forth. Until recently we spent relatively tiny amounts on actual external advertising. Positive customer experiences passed on to potential customers is what has grown us a market in Ireland.
It is clichéd to say that “the customer is king”, and I don’t quite know how many companies understand or adhere strictly to that mantra, but in Komplett we’re constantly driving home the message that a happy customer is a customer who will not only buy from us again, but who will recommend us to a friend.
That’s not to say that we can satisfy everyone every time – and I’ll hold up my hands on behalf of us all and admit that, be it circumstance or human error, we’re not always the 100% we want to be. That being said, if you buy a TV from us and come to collect it from the pick up point the lads are not going to hesitate to help you fit it into your car, now that you’ve noticed how big a 42” TV actually is. (Yes, it comes as a shock to many.) We’re all about trying to be helpful, in customer service, pick up point or returns.
We also really, really, really want to keep touch with our base. That’s why we have such a strong presence on boards.ie, which acts as both a customer service channel and a very good way to keep in touch with the feeling of our customers. (Boards is a really cool place generally, and you should check it out if you don’t know it already.) That’s why we have this blog. That’s why we ask customers about their shopping experience in the pick up point. That’s why we’re thinking of calling customers after an order has been fulfilled to see what they think. What would you think if we did that? Maybe an email would be better?
Word of mouth will make or break Komplett in the future as well. Do you think we have the best customer service? Please please please tell a friend 
Do you think we suck? Tell us, tell us and we’ll respond! In the forums, on the phone, in emails, on this blog or in the pick up point. We want to hear it.
February 10, 2009 at 4:56 pm |
Pickup point outside of Dublin?
Hi there,
Any plans to add a pickup-point in Cork?
February 10, 2009 at 5:06 pm |
Re: Pickup point outside of Dublin?
Not just yet, I’m afraid. But we do plan on doing it in the future – wait for this recession business to die down a little.
February 13, 2009 at 3:28 pm
Re: Pickup point outside of Dublin?
Well, if you’re stuck for cash, I have a shed in my garden and a spare room
Will trade for free stuff 