Customer Service Excellence Results in Recession-Proof Business Success

by Lynn Wilson, Founder of The CareGiver Partnership

The CareGiver Partnership's team of product specialists
In a tough economic climate, business success depends on having something that sets you apart from the others. In the case of The CareGiver Partnership, launched in 2006, the difference is customer service excellence based on decades of research. And the result is continued growth, a STELLA Service rating of “Excellent,” a Better Business Bureau rating of A+, and 9 out of 10 customers rating it a 10.

Our customers place great value on excellent customer service and those little conveniences they won’t find at most big box stores, such as samples to try before buying and more than 500 products always in stock. But what truly sets us apart is the Personalized Attention™ service 1950s style. All calls during business hours are answered by the third ring, by a real person in the Neenah, Wis. call center.

One thing customers won’t find when they contact The CareGiver Partnership: men. The call center is staffed by women age 55 and older, and all are current or former caregivers who are highly knowledgeable about the products offered.

We spent a year doing research with caregivers and conducting studies to learn who they would prefer to speak with on the phone. They all said they prefer to speak to a woman, as long as she is knowledgeable. It makes sense because most of our calls are from women. Sometimes, when we are overloaded, my husband, Tom, will pick up the phone and hear a big sigh, like, “Oh, it’s a man.”

A secure online shopping experience also is a core value at The CareGiver Partnership. Because age-related neurological changes may leave older adults vulnerable to fraud and financial risks, according to a recent study published in the Proceedings of the National Academy of Sciences, it’s important the checkout process is easy to read, easy to complete and protects the customer’s information.

As a result of 30 years of studying customer service, Tom and I published “Negotiate Anything! Secrets to make businesses treat your fairly. And for businesses ... how to pull ahead of the competition through excellent customer service.” The 266-page book, written for everyone from CEOs to the average consumer, outlines how a company that cares about its customers is winning with impeccable, personalized service.

For a limited time, the e-book version is being offered for free. To claim a free copy, valued at $9.95, visit Smashwords and enter code UD29U.

The CareGiver Partnership is a national direct-to-consumer retailer of home healthcare products for incontinence, diabetes, nutrition support and more. In its sixth year of providing products and services that help caregivers and loved ones maintain personal dignity, the company also offers an online library of more than 1,200 family caregiver resources and personal service by experts in caregiving. Call 1-800-985-1353 or visit online at


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