There’s a classic statement about customer service that continues to find new audiences in many to whom I deliver customer service training.
It raises all too common laughs of recognition, because it’s about how most of us react to bad service ourselves. And yet so many businesses continue to run as if the thoughts it expresses had never occurred to them.
So here it is again – original source unknown:
“I’m a nice customer. You all know me. I’m the one who never complains, no matter what kind of service I get.
“I’ll go into a restaurant and sit quietly while the waiters and waitresses gossip and never bother to ask if anyone has taken my order. Sometimes a party that came in after I did get to order first, but I don’t complain. I just wait.
“And when I go into a store to buy something, I don’t throw my weight around. I try to be thoughtful of the other person. If a snooty salesperson gets upset because I want to look at several things before making up my mind, I’m just as polite as can be. I don’t believe that rudeness in return is an answer.
“I never kick. I never nag. I never criticize. And I wouldn’t dream of making a scene, as I’ve seen some people do in public. I think that’s uncalled for. No, I’m the nice customer. And I’ll tell you who else I am. I’m the customer who never comes back!”
The lesson in this story is clear. We all need to put ourselves in the customer’s shoes on a regular basis.
This month, why not do a review of customer satisfaction with your business? Ring three of your most important clients, and ask them how you could improve your service to them.
Then ring three clients you haven’t heard of for a while (i.e. more than 90 days), and ask for feedback on the last service you delivered. It’s amazing what results 6 phone calls can produce.
To learn more about this author, visit Susan Regier's Website.
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Susan Regier
(Visit Susan's Website)
From new business startups to national ad
agency accounts, Susan Regier helps
businesses to get their message
understood. Since 1997, she has provided
professional copywriting for a full range
of marketing material through her company,
Vantage One Writing. Plus she is the
publisher and editor of www.Network
ingToday.ca an online ezine, which is
a valuable resource for businesses.
Susan leads marketing and networking
workshops for new business start ups at
the Small Business Centre in London and in
Sarnia. She is a Creative Writing
instructor at Fanshawe College and has
instructed numerous corporate
professionals in writing and networking
workshops. Susan can be contacted at
519.471.8726 or by email at susan@va
ntageone.ca. Visit her Web site at www.vantageone.c
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