At Rustici, we’ve always prided ourselves on our customer service. Even from its early days, the focus for our customer support team has been one word: delight. In fact, the internal name for the team — what shows up on my pay stub — is Delight.
When I joined the team six years ago, I have to admit this word made me a bit uncomfortable. It felt a bit . . . over-the-top. I had certainly been ‘satisfied’ in the past with various customer support interactions, but ‘delighted’? Not really.
It didn’t take long, though, for me to see that maybe this wasn’t just a marketing thing. Delight was not just a frontline support thing — everyone was actively trying to provide an exceptional experience, from pre-sales to implementation to long-term support. Even the many hundreds of people every week who ask us questions, but may never even buy our products, are treated with care and respect.