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I’m Righteous about My Customers

Guest post by: Rebel Brown

Article Overview: Today I want to chat a little bit about the status quo Gravity of crappy customer service we all seem to be experiencing. This is a different kind of Gravity - it holds businesses back, and it also holds customers down. It throws a big wet blanket over buyer and seller, industry by industry.

I’m Righteous about My Customers

Monday I asked if I was too demanding.

Today I want to chat a little bit about the status quo Gravity of crappy customer service we all seem to be experiencing. This is a different kind of Gravity - it holds businesses back, and it also holds customers down. It throws a big wet blanket over buyer and seller, industry by industry.

It also means that great service is a very Distinct Value in the new economy.

Remember when good solid service was the norm? Why? Because everyone focused on it - you had to have great service to stay in business.

So what happened?

Many point to offshoring, but we can't just blame offshoring. That's one issue - but offshoring could provide high levels of customer service IF it was managed correctly. The service levels delivered are guided by the levels of expectation on the part of the vendor. Vendors set those expectations and criteria.

So how are vendors getting by with crappy service - when there are such awesome service-focused companies? Look beyond the obvious Apple. All of the Zero Gravity Successes I feature are focused on their customers and prospects. And they are growing.

Why do so many companies believe that poor customer service is acceptable? And why do we allow it to be acceptable?

• Is it because we feel helpless to change them?
• Is it because we don't have any other choices?
• Is it because it's become the status quo we believe is "the way it is"?
• Or - is it because it's too much trouble to change - to take our business elsewhere?

I'm thinking all of the above and more. We all talk about the problem but what can we do? I for one am leaving vendors who don't care enough to deliver what they promise and support what they sell. Even if it means extra effort for myself - I'm moving on. My single consumer spending may not impact some big company's bottom line, but at least I'll feel better about my own boundaries.

But back to businesses.

I'm seeing a lot of Gravity thinking when it comes to customer service. How many businesses are losing out on a great business growth strategy and opportunities to be distinct in the new economy by offering great service - simply because they are following the lead of others - who are sinking under the Gravity of the forgotten customer?

What's your take?

_____

Check back Friday - I'll share my own personal lessons learned from my own experiences.

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Article Tags: customer service, great service, rebel brown, status quo gravity



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Re: Two Useful Books To Help You Focus On The CLIENT - Hi David, To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience". Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
How to Do Great Marketing with (Amost) No Money - I've given this presentation to CEOs many times. Now i can share it with you. But I cannot because I do not yet have 20 posts. Jeff Ogden, President Find New Customers
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Re: pitching - Friendliness is closely related to the concept of "permission marketing" as articulated by Seth Godin. The subtitle of his book says it all: "Permission Marketing: Turning Strangers into Friends and Friends into Customers." The old method was "interruption marketing" where you suddenly get an ad in your face whether you want it or not...
20% increase - One of my businesses uses a system to help business owners manage customer relationships and encourage more referrals. I'm finding that this economy is making business owners take a second look at their business and it's assets (aka customers) to see how they can leverage them. Make those Customers (one-time sale) into Clients (repeat sales). I'm finding them more open to having this discussion with me and the results are speaking for itself. Everyone I've worked with so far has seen at least a 20% increase in sales or referrals within 4-6 months all done by managing an existing relationship.


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