May 15, 2012

Is Customer Service an Endangered Species?

If you work somewhere, you have customers. Even if you are eight levels away from actual paying clients, you are part of the equation. Which means you have a chance to improve or diminish the experience each and every customer has with your company. We are also customers of each other inside our companies. I call it internal customer service. Without it, external customer service will forever be a challenge.

We all want great service but clearly we don't always get it. Why is that? Is it because good enough will do for most people? Is it because the fear of actually stopping and doing a great job will cost you more than the profit made from that customer?

Money Talks

Perhaps most companies think we’ll be satisfied with what we get and keep coming back for more. Maybe we don't know any better. Maybe we just don't care. We all mess up, we all make mistakes, but when it becomes a pattern, there is cause for concern.

The best tactic is to vote with our wallet. But with some companies it certainly makes one wonder if customer service is something that should be relegated to annual reports, marketing collateral and coffee mugs.

If you want to establish a competitive edge, provide great leadership and service. Then you can take some chances.

Kneale Mann

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