Monthly Archives: April 2016

The Case for Customer Service

Even if you are excellent at it now

“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.”
Henry Ford

We all know the obvious reasons for providing excellent service to our customers. They pay our wages and the long-term growth of our company depends on happy customers.  Customer service is a little like driving. Eighty percent of people will tell you that they are above average drivers.  I am no math whiz, but I don’t think that is possible.

For the sake of argument, let’s assume that you and your organization are well above average. Why should you be constantly striving to improve the way you delight your customers?

Outstanding Service Separates and Identifies

In a highly competitive world, the only difference in organizations is their customer service. Products and services can be copied and duplicated with unbelievable speed, but a culture of serving customers is incredibly hard to duplicate.

“A strong customer service culture can’t be copied.”
Jerry Fritz

Outstanding Service Simplifies and Solidifies

All other things being equal people do business with people that they “know, like and trust”. They also want to do business with companies who make life simple. Easy to shop. Easy to buy. Easy to exchange. Easy to return. Easy to get help.  People really do love the proverbial “EASY” Button!

“Make your product easier to buy than your competition, or you will find your customers buying from them, not you.”Mark Cuban

Outstanding Service Preserves Profit Margin

While you should never over-charge your customers, being a business that fills the “know, like, trust and easy” needs of your customers will allow you to charge fair value prices and avoid the deadly path of reducing prices (and margins) to compete for customers.

“In a free-market based economy, money is simply an echo of the value that’s been provided.”
Bob Burg

Outstanding Service Builds Loyalty

Efforts that go into improving customer service can pay dividends over time. Shoppers become customers, who become returning customers, who become your raving fans and enable you to attract new customers at a much lower cost. It costs a lot more money to attract new customers than to retain them.

“Do what you do so well that they will want to see it again and bring their friends.”
Walt Disney

Outstanding Service Prevents Problems

Problems, complaints and unhappy customers can cause bad publicity, legal issues and extra cost of having you and your team spending time to try to fix issues that could have been avoided in the first place by being more proactive in caring for your customer.

“Well done is better than well said.”
Benjamin Franklin

Outstanding Service is the Right thing to Do

When you get right down to it, we are all here to look out for each other. We have an obligation to serve others and in doing so our needs will be met. The more value you can add to others the more value will be added to you.

“There is a spiritual aspect to our lives – when we give we receive – when a business does something good for somebody, that somebody feels good about them!”
Ben Cohen, Ben & Jerry’s

If the attitude of everyone that they meet in your organization is saying, “I am glad you are our customer. We are going to do what we say we will do and make this as easy as possible for you,” you are much more likely to attract new customers by reputation and keep more because they know what they are going to get when they trade their hard-earned dollars for your product or service.

“Unless you have 100% customer satisfaction…you must improve.”
Horst Schulz
Contact me to find out more about how I can work with you and your team to develop a culture of Outstanding service.

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