Today I offer a few interesting perspectives on customer service.
“The role of customer service is to mitigate disloyalty by reducing customer effort .” –Matthew Dixon
Interesting perspective. Customer service involves making it easier for the customer to transact business. Let’s look at a few examples.
An issue of Southwest magazine carried an article about computer magnate Michael Dell. Dell explained the success of his company. He believes he and his employees are successful and will continue to be successful because of their unique relationships with their customers He said,” As long as we continue to pay heed to what our customers tell us they want, and deliver products and services that are meaningful to them, and that deliver superior value, we will continue to be successful.”
Take an example from another industry. Henry Ford said,” If we give truly outstanding service and generally care about the people we serve, our profits will be embarrassingly large.”
As the popular AT&T ad says, ” It’s really not complicated.”
In a recent review of trends in customer service and predictions for 2014, the Institute of Customer Service predicts that customer service will become a more influential driver of growth in our recovering economy. Jo Causon, CEO of the Institute, said, “While confidence in the economy is beginning to return, customers remain selective about where they spend . They want to deal with organizations that are easy to do business with and trustworthy. Those organizations that focus on differentiating themselves through service will be well placed to take advantage of new opportunities in 2014 and beyond.”
Taking this line of logic further, age-old wisdom tells us, ” Treat others as you wish to be treated”. This is especially relevant to customer service.
How applicable to our business! Here are two different quotes to remind us of how important this is.
Treat a man as he appears to be and you make him worse. But treat a man as if he already were what potentially he could be and you make him what he should be – Goethe.
Could this be a more loyal, long-term client relationship?
Profit in business comes from repeat customers, customers that boast about your product or service and that bring friends with them. – W. Edwards Deming.
This brings up a question I asked during some training the other day… What business are we in???? Yes, the correct answer is the “People Business.” Treating our clients with respect and helping them reach their goals and objectives, one at a time!! What a great business! – Mike Sciortino