Ayrton Galea, outgoing General Manager and Head of Digital Marketing at Drinks n’ More, has taken to social media during his last few days at the company to share how experience has taught him that good customer service is priceless.
“It’s a pleasure to point out that our website has already exceeded the entire sales of 2020. Taking into consideration our limited resources, compared to other companies and supermarkets, I consider this an immense achievement,” Mr Galea wrote.
The GM explained how becoming better acquainted with some key digital marketing practices and learning a trick or two in the customer-service field proved pivotal to his company’s success.
“All customers have one thing as their priority – customer service. The winning formula for the success of our online shop has been the customer service we provide,” Mr Galea continued.
“In a busy life, we all make mistakes; there were times where we failed to deliver orders at the time we had proposed or were unable to provide our customers the items they had ordered,” the GM explained, “however, during these times, I learned to admit my mistakes, and I found that most customers are very understanding.”
When faced with such setbacks, Mr Galea opted to provide the affected customers with free items or discounts, thus making the most out of an inconvenient situation.
“By putting customer service on top of our priority list, we have a good rate of customer retention. By remaining consistent in the services that we offer and the way that we offer them, most of our customers became loyal customers and some sales became guaranteed,” Mr Galea continued.
For the Drinks n’ More GM, these experiences went on to prove that “online shopping is here to stay.”
Drinks n’ More sells a large variety of drinks, foods, and daily needs both on a dedicated online portal and at a brick-and-mortar store in San Ġwann.
LinkedIn / Ayrton Galea
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