I like to start my day off in a positive position. I kick off things with a few daily emails in my in-box that contribute to this goal. One of those resources is Seth Godin’s Blog. His recent article, “Customer service is free” really got me thinking about our approach to Customer Service.
How we work with our customers directly reflects our organizations – and ourselves. While having the “best product” is the goal of every company and salesperson, it is never enough. Someone or something is always waiting in the wings, poised to become tomorrow’s hot topic. Life at the top, from that perspective, is always short-lived.
Our interactions with our customers – our service practices – can often determine that “best” status. I look at it like dating. You have those early dates (discussions, demos, meetings) to see if we’re a good fit. After the purchase, our customer service will determine how the marriage develops and grows – and if it provides long-term value to both parties. Like all relationships, it must be based on respect and interest, supported by good communications and trust. A critical component is how we demonstrate our part of the relationship through post-sale support for clients.
Being part of a company whose focus has evolved over the past 23 years, it is a point of pride that our oldest clients still work with us and like to share our story. That has also been an important factor as we’ve launched mobilePLUS into the Workday market. Having references not only of the solution but of long-term customer relationship experiences has been invaluable.
GOLDEN RULE: Do unto others as you would have them do unto you – Matthew 7:12
I had written a post back in 2019 on Horst Schultz and his use of customer service to establish the Ritz-Carlton as a world-class hotel. Hearing him speak and then reading his book, “Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise” really resonated with me – and inspired the post.
Stories like his and the Ritz helps us understand the value of Good Customer Service. And, as Seth says, it’s free!
In today’s world of online purchasing (even high-ticket items), long-distance relationships (Zoom, remote installation, training, etc.), and access to large amounts of information (not necessarily quality, but quantity), it’s more and more the customer service experience that lives on – and makes or breaks your reputation.
So what is your approach to customer service? What would your customers say about the marriage?
