Our Big 12
Customer Service Rules of Commitment...
1. Commitment to quality service. Everybody at our company is dedicated to creating a positive experience for you, our customers. We sincerely strive to go above and beyond customer expectations.
2. Knowing our products. It is always our goal to stay informed of the latest products, the latest trend, the latest warnings, etc.; even though we may not advocate something--we still want to be "in the know". We also try to stay ahead of the game by anticipating the types of questions customers will ask. We are not afraid to say "we don't know" or "we haven't heard of that". We do not pretend to be experts on any and everything floating around the industry; but we will promise you that we can find out. We love researching!
3. Knowing our customers. We provide customer cards in the retail and online stores for customers who want to join our mailing list or request special services or products. We talk to callers in depth for a clearer understanding of their needs. We do not shy away from complaints or suggestions. In fact, we welcome all comments from our customers. Our website provides various ways for our customer to give us feedback. We provide a toll-free number for our out-of-town and internet customers who want to reach us by phone.
4. Treating people with courtesy and respect. We realize that every contact with a customer — whether it's by email, phone, written correspondence, or a face-to-face meeting — leaves an impression. We practically invented phrases like "sorry to keep you waiting," "thanks for your order," "you're welcome," and "it's been a pleasure assisting you." We are kind and courteous, even if a customer may not be. After all, it's your money, your health, and we are here to meet your needs.
5. We do not argue. Looking for an argument--then shop somewhere else. We are committed to trying to fix any reasonable complaint or request a customer has--we want to keep your business. However, we will not debate a product or another business with a customer. All refunds and exchanges are done within a specified time and upon discretion of customer service; and still our goal is your complete satisfaction.
6. Will not leave customers hanging. We are committed to resolving issues, making callbacks, filling orders, and responding to emails with a sense of urgency.
7. Keeping promises. Keeping our word is important to us. However, sometimes due to circumstances beyond our control, we may be unable to--but that is the exception and not the rule. If we tell you we will do something, then it is our goal to do just that. If we ever can't make good on a promise, we will readily admit it, apologize, and try to offer some form of rectification that is satisfactory to our customer.
8. We assume that customers are telling the truth. If you say a product didn't work for you or caused unpleasant reactions, we believe you. We will not argue with you or treat you as if you are not telling the truth. We will handle issues professionally and make any refunds or exchanges based on normal procedures and at our discretion.
9. We are focused on your well being--not just making a sale. We will not try to sell you just anything, or try to sell you something you don't need, or try to sell you the latest health fade just because it's the latest trend. We will try to help you take responsibility for your wellness by providing products that we feel have the most benefit at the best price.
10. Making it easy to buy. The buying experience in our store, on our Web site, or mail order is designed to make it easy for you to buy at anytime and without frustration. Our secure website is available 24/7/366. We accept various forms of payment.
11. We are committed to doing, having, and using the best. We will continue to focus on quality. Yes, sometimes some of our products may be a bit pricey, but we believe that you get what you pay for; and cheap is not always the best or even effective. In fact, it could money down the drain.
12. Making it easy to be healthy. We carry as much healing under one roof as our resources allow. This provides you with a one-stop retail and online store that strives to meet most or all of your health needs. Literature and seminars are all apart of our way of continuing to stress that being healthy and happy are not out of your reach.
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