I’ve been looking into tennis lessons for my oldest son lately. He’s ten, and spent a week at a tennis camp, which was basically four days of tennis lessons and games for a few hours each day. He loved it! Unfortunately the location doesn’t work during the school year with our other sport commitments for our other kids. Thankfully the stars aligned, and I found a tennis center within walking distance of gymnastics, which is also within walking distance of ballet. The new tennis center has a great website, with links, lots of tennis information, schedules, etc., and they have a class at his level at the same time and on the same day as gymnastics and ballet. Also, I loved their logo (when you’re in marketing, you pay attention to things like that!). Perfect, right?
I emailed for information on signing up. No response. I emailed again for signup information. No response. I called and left a message, repeating my phone number several times. No response. I took a look on Yelp to see what the deal was with this place, and while a few gave the facilities great reviews, the one terrible review was someone who had issues with customer service- “It’s the MOST unorganized [sic] tennis center/club I’ve ever been to. I signed up for classes at 3.0 and they cancelled my class without telling myself or another student…overall TERRIBLE experience. The only reason I would say go here is if you just need a court rental. Other than that- forget it.” A one-star rating, with just 4 ratings to go on.
All the brand development, web presence, promotional products, and print marketing in the world will not help you grow your business if you don’t have a handle on customer service. If this company were to call me back now, I would politely decline. If they aren’t interested in speaking with me when I WANT to do business with them, then how will they act if I have a complaint or a problem I need addressed?
Brand development in a small business is as much about how you and your employees represent your business as it is about all of the other aspects of marketing. As a small business, we at Fazzari Marketing pride ourselves on providing excellent service. From on-time deliveries to prompt responses both when you WANT to do business with us, and on the occasion that there are problems, you can count on Fazzari Marketing to always provide excellent customer service.
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