“There is only one boss – the customer. And he can fire everybody in the company – from the chairman on down – simply by spending his money somewhere else.”
-- Sam Walton
Offering customers the promise of peace of mind, offers us peace of mind. That is why we strive for customer loyalty, so that we KNOW we have a customer base that is solid, jazzed, and growing. That knowledge sure helps me sleep well at night. How about you?
Customer service pays off – and not only in spades. In the hand that we deal are the “hearts” of much happier customers and a more satisfying workday; the “diamonds” of higher pay and lower turnover; and the “lucky” clover (club) of more sales and company growth. (That was forced, but fun.)
When we lose sight of the personal motivation involved in this game (ok, I’ll stop) of quality service, we begin to disregard the concerns of our customers. Unfortunately for everyone, this makes them unhappy, leads to legitimate complaints, and could easily end in our looking for some other line of work.
Customer service is far too often a sticky slow web of surly, under-informed customer-service reps, reading in a monotone from a script. Add to that the annoying on-hold music, outdated computer programs, and hard-to-navigate Web sites (none of which offer customers peace of mind or any of the other Six Ps), and you have the perfect Rx for customer disservice, also known as failure. Customers with concerns are left feeling stressed and helpless, and with the belief that companies truly don’t give a hoot about their well-being.
Just saying we provide good customer service doesn't cut it anymore. Every company, every organization says they provide good customer service, or great customer service, or even stellar customer service.
You never hear of a company touting their lame service. “Our customer service generally sucks. But we do have our good days, so how’s about buying something?”
Contributed by: Dean Lindsay, Award Winning Speak and Author of The Progress Challenge