“Customer Service” – An Oxymoron?
What’s “wrong” with “customer service” these days? Well, for one thing, it’s not focused on the right things in far too many cases. I have such an issue with this topic that it became an integral discussion in the “It’s Not Who You Know, It’s How You Treat Them” book.
In Chapter Two, I explain…
“See if this sounds familiar: you are the customer with a challenge. You pick up the phone or come to the company offering its services with which you need help.
Even though YOU are the one having a problem with the company’s service or product, and you’re reaching out for that help, you realize within 20 nanoseconds of the phone being answered or your appearance at the ‘service’ counter that you have seriously impinged on that employee’s personal time or messed with their groove.”
We have gone from a mentality of “The Customer is Always Right” to “The Customer is an idiot and impediment to my getting my job done.” That attitude, frankly, makes your business a commodity — an interchangeable unit. Other companies can make the same widgets or provide the same service as you can. What keeps a customer from bailing out on your offering as soon as someome comes up with a better price point or promotion?
“It’s How You Treat Them.” If you provide stellar service and treat your customers like they matter to you, they will feel a stronger sense of loyalty. You’ll be building a relationship with them, not just conducting transactions. That may be the biggest single difference between keeping them or losing them.
Ask yourself today: what am I doing to provide my customer with the feeling that they matter? (and, BTW…everyone has a “customer” even if it’s internal). Think about one thing you can add to your business toolbox that enables you to stand out. ‘Course, I have several suggestions, including some in Chapter Two from which this excerpt was taken. You can download a free sample copy of Chapter Two here.
Don’t let “customer service” be YOUR oxymoron. Without “them” there’s no “YOU.”