Renew your commitment to customer service daily... or else!
One angry customer- can result in the loss of thousands of dollars
- can lead to thousands if not millions in lost business revenue
- can take control of your environment
- can spoil your whole day
- can get you audited by the IRS
- can get your zoning revoked, or (if you are working from home) noticed
- can put up a Web site just to flame you
- can sue you
- can cost you your job... or at least get you reprimanded
- can ruin your reputation
- will stick out more than a hundred happy ones
...and...
- can give you a precious opportunity to go above and beyond the call of duty to please them ALL.
This weekend I'm learning that a commitment to customer service must be renewed constantly -- I'm thinking daily. Usually,
I AM that angry customer, and this weekend is no exception. There are a couple of people who are about to face my wrath. But I also have dozens of customers of my own, and over the last few days I let them down. (I just learned this about five hours ago.) I thought they were the problem. After all, I'm the one with the experience, the know-how, the successful history.
But that doesn't mean my poop has stopped stinking. Come Monday, I will be swallowing my pride, and renewing my commitment to customer service -- right in front of the customers. We don't all have the ability to make a play for the customers' compassion like I do, and that's probably a good thing, as I (at least) may fail. But we all have the opportunity to reexamine ourselves, and make sure we're
providing the service they need.
Now, how am I going to do this? Well, it starts by asking each and every one (as opportunity permits) what they need, of the things I have the power to give them...
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3 Comments:
Ron,
Yes, it does take only one angry customer to put a downer on your business. I posted your list on my customer service blog. Thanks!
~Maria Palma
In today's world the customer has taken on a new position in their relationship with business. The term customer power has taken on new meaning and when you add in the power of the web it is watch out world here we come.
Customer power through the use of e-mail and the blog have recently changed the way businesses run, apply policies, design products, fulfill support promises and addressed community responsibility.
Good comment by the way. One bad customer can ruin a lot of things and it takes a dozen good ones to make the hurt go away.
So, as you have suggested, take time for self reflection and make a commitment to success by making a commitment to your customers. This is just good business sense.
Ron, love the topic of customer service. Read someplace that for every customer that complains to you, there are 27 to 35 who don't tell you but might tell others.
Also consider that there are several types of customers, internal as well as external, those internal are your employees, co-workers, administrative support, family, friends etc. Basically everyone!
Keep it simple, treat everyone the way you want to be treated. And make that vision extra special -
What are you going to put in place that is going to reinforce your new commitment daily? You have taken the first step. What's next
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