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Seven Irresitable Laws of Customer Service

Guest post by: Drew Stevens Ph.D.

Article Overview: Create customer service tools that set you apart from competitive forces and make you and your company a client magnet.

Seven Irresitable Laws of Customer Service

The most distinctive feature of organizations is the manner in which clients are treated. Customer Service is a key differentiator in a globalized competitive economy. Clients continually judge a book by its cover. How they are initially treated sets the tone of customer acquisition and retention.

It is unfortunate that many companies focus on short-term profits for economic sustenance. Organizations are in business for two things- customer acquisition and retention. The more customers’ organizations acquire the more profits gained.

There are seven laws that assist organizations to focus on this vital business aspect.

1. Dependency. Organizational culture must change so that all focus is on customer attention. The entire business must be customer focused.

2. People. Customer experience begins with the right people. Too many firms hire based on behavior and not talent. Talent is not teachable so employee hiring must be centered on that with a flair for customer service.

3. Training. Organizations must train its employees with the proper tools. Employees must know how to answer phones, email, and communicate respectfully to all clients.

4. Protocols. Eliminate rote procedures that impair customer service. Return calls within the business day. Reconnect with clients when promised. Create resources such as emails and postcard campaigns that allow proximity to clients. Do not connect with clients when you desire revenue; connect with clients often so that your firm is always top of mind.

5. Property. Ensure waiting rooms are clean and look professional. Require employees to park away from the office to ensure client access. Require client lobbies and restrooms. Finally, require all employees to wear attire and nametags that promote the brand and their company position.

6. Brand. Customers to customer influences are very strong today. Customers are attracted to your organizational brand when they hear from other customers. Enhance your brand with client referrals and testimonials.

7. Spontaneity. Avoid rote surveys and focus groups. Conduct spontaneous events such as birthday or anniversary greetings- something that clients do not expect. A good example might be a free reward card or simply extra service. Keep them returning!

©2010. Drew J. Stevens PhD. All rights reserved.

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Re: Service Or Product? - I agree with starting a Service-based Business in the economy. Here is what I think is critical: 1. Researching that your Service business has a market. 2. Marketing the Service with as much leverage as possible. 3. Product-izing the Service (aka Package Expert Knowledge). This will only help elevate you as "the" expert in your niche and make you accessible to people in different price points.
Marketers, Learn What You Can, Cannot Control Online - I am a Customer Service Representative in my company so naturally every once and a while I get angry customers fed up with my companies policies. Oh! I remember one day on my way home from school I was walking by a gas station and there was a man with a huge cardboard sign outside a small car mechanic business telling people not to go there because they are crooks. I am pretty sure they lost tons of business. I know my mama kept away from there after I told her about it. I found it pretty funny. I wonder if the guy got arrested or fined though....
Wearing different hats in Business - I have a business that produces beautiful custom rugs for home and business environments. Different hats that I'm wearing... Rug Fabrication - 10 [i:21cr28m8](partially outsourced to an outfit here in the US)[/i:21cr28m8] Customer Service / Sales - 8-10 Bookkeeping - 1 Marketing - 6 Website development - 5 [i:21cr28m8](mainly outsourced)[/i:21cr28m8] SEO, SEM - 6-8 Accounting - [i:21cr28m8](outsourced)[/i:21cr28m8]
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.
Re: Books for the Entrepreneur - Here's one of my most recent books The 100 Absolutely Unbreakable Laws of Business Success By Brian Tracy


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