Sweetwater customer service

Tom Dougherty, CEO – Stealing Share

9 July 2019

I was wrong. Customer service at Sweetwater rocks.

I hold strong opinions about most everything in life. But heck, those opinions are always steeped in a set of unwavering principles. (As you can see, I even have an opinion about my many opinions). Surely, this attribute is in part why I have found a professional home in the world of branding. Thing is, I am also willing to backpedal and expose a chink in my suit of steel. So, in that spirit, I am offering a mea culpa by honoring the customer service at Sweetwater.

SweetwaterHere’s the deal. Most every customer service experience drives me batty. From the looney birds at Cold Stone to the overly helpful no-nothings at Best Buy, inappropriate customer service can be the kiss of death. And that’s where so many institutions dwell.

Erroneously, I lumped the music equipment site, Sweetwater, with the previous set of bozos. Damn, was I ever wrong.

Sweetwater demonstrates customer service done right

Customer service representatives must master the product base they are representing. And they must be easy to speak to. Sweetwater masters these simple attributes. For instance, when I rang the store several months back, I was interested in purchasing an entry-level sequencer for my son — a reformed folky turned electronic enthusiast. (Odd tradition, I know).

In my estimation, Sweetwater services its customers correctly. Its representatives are not condescending, uninformed, or overly chatty. They just get the job done.”

My Sweetwater specialist, whom I chatted with for about a half-an-hour, was neither pushy nor daft. Rather, we spoke about my son’s interests. He offered essential readings and gear recommendations. And why one piece of equipment may be better suited over another, as dictated by my son’s sonic preferences. It was a great experience, one where I left feeling more knowledgeable.

Surely, I recognize this is a tailored approach to making a sale. But that’s how it should be. In my estimation, Sweetwater services its customers correctly. Its representatives are not condescending, uninformed, or overly chatty. They just get the job done.

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