|
|
Like this article? PLEASE +1 it! |  |
|
You can’t automate customer service
Written by: Ross FattoriArticle Overview: Service-based companies must maintain a personal connection with their customers
 |
Free Download - Are you a no show? By Ross Fattori |
You can’t automate customer service
I recently met a young man who operates a mid-size transportation firm. His company’s sales are on track to hit $20 million this year. The company has grown steadily over the past 30 years, one satisfied customer at a time.
At one point, I asked him if any part of his sales process was automated. I wanted to know if his customers had the option of booking orders automatically, either online or by phone.
My client was swift to respond. “No,” he replied. “We’re in the personal service business, and our customers expect to be served by live human beings.”
Here is a $20 million dollar company that hasn’t lost sight of its core strength: providing a personalized service. Automated order taking would be the bane of this company’s existence.
We all know about companies that grew so big that they lost sight of what it was that fueled their growth in the first place – personal service.
If you’re a service-based business, you’re not selling a commodity. You’re selling an ability to solve problems. Your success should be built upon the professional relationships that you form with customers, relationships that can easily flounder if left unattended.
In a service-based company, customers want to deal with real people; they don’t want automated ordering systems.
Automation is Not a Four-Letter Word
Power Marketing Tips 01 Warning marketing can be fun
Top Internet Marketing Strategies for Business Owners
Work From Home Business Online: 4 Factors To Consider
Tips for Improving Customer Service
Article Tags: Customer service, servicebased company
|
About the Author: Ross Fattori RSS for Ross's articles - Visit Ross's website  Click here to visit Ross's website   Markus Frind makes the cover of Inc 10 simple rules to empower your writing Virgin Mobile embraces slow economy with Screw You Recession ad campaign Blagojevichs silence speaks volumes Artist Jeffrey Lipsky finds realworld success in the virtual world of Second Life |
Related Forum Posts
Which major company does a good job with customer service?
- Like many entrepreneurs I have run into major customer service problems with some of the large companies - having to spend an hour on the phone, talking to 4 different people and repeating my problem again to each one.
As a result I try to work with smaller companies when I can because I know I will get better service.
Do you have any stories of a big company that has got it right and does a great job with their customer service?
Re: How do you create the WOW factor in business?
- I'm usually "wowed" by exceptional customer service at retailers by specific customer service employees. It's a sure way to win my repeat business and referral to family/friends.
Automate your business
- For me it would be finding more ways to automate the business. Just like Louis suggested most entrepreneurs hate doing administrative work.
Usually when I find myself tied up doing too much work that I don't enjoy doing I find a way (usually through technology) to automate it and remove the problem.
Starting A Business
- go get a customer! you can have a great idea but if you don't have a customer you'll never be successful. Build a product / service around someone who will pay you for what you can offer! It's the best way to build a business.
Re: Should bad tippers be exposed on Social Media?
- I agree with you GT and Evan,
A tip as far as I understand it is given according to the service received and if a customer is unhappy with the service they should be entitled to not leave a tip. If it was really bad then a complaint should be made to management. If the server is unhappy that there is no tip, maybe they should consider the kind of service they are giving to customers but under no circumstances should these things ever be broadcast on a social service or any public format for that matter.
MichelleJ
Share this article with your friends. Fund someone's dream.
Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.
by: 
Lesson #3: “Tell ‘em quick and tell ‘em often”
Searching for the Stars: How Yang and Filo Took Their Business to New Heights
Salesperson Wimp-Out: I Need Help 
February 2012 Top 100 Leadership Experts to Follow on Twitter
Please Stop Calling it Coaching!
Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!
Convening a focus group for a niche product
Your Local Small Business Online Marketing Funnel
Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.