Put your customers at the core of your business and watch your profits soar.
In today’s modern society where bigger is better and self-service is the primary profit-driving business concept, excellent customer service is almost a thing of the past!
It goes without saying that big business is driven by an unprecedented struggle to offer the cheapest prices to customers, a position which stems from the fact that they generally have little else to offer.
Despite this, we are seeing an interesting paradigm shift by some of the bigger players like McDonalds.
McDonalds are publicly apologising for their past sins and beginning to shift towards ensuring that customers are treated so well, they have nothing to complain about.
Recently I visited a small store having just spent an hour looking for a product in two of the large retail outlets.
To this point, I had not only not found what I wanted, I had made the mistake of being a customer and had deliberately interrupted the importantly busy day of the sales assistant by presuming to be a customer that needed assistance! Silly boy – should have known there are more important things than customers!
Having left the stores in disgust, I went to the little store across the road. No sooner had I stepped in the door than the sales assistant was by my side asking how she could help me.
I wanted to purchase a bottle opener and had chosen one from her outside display. As I reached the checkout, she said to me “I’m happy to sell you that sir, but I believe I can do better for you”. She proceeded to show me a different style of opener which, she said, would do the job better. My response was “Well, I think the one I have will do just fine thanks”.
Not to be outdone, she replied “I tell you what, I am so sure you will love this opener, I want you to take it anyway. Nocharge, just take it and try it”. I offered to return it if it didn’t work well, but she said, “No, that’s OK, just keep it whether you like it or not”!
WOW! This lady has got it right. She understands that customer service is not something you do to or for customers, it is your core business! It is the core from which you build a base of satisfied, return business customers who not only buy from you exclusively, but recommend you to everyone they talk to.
Aristotle once said,
“We are what we repeatedly do. Excellence, therefore, is not an act but a habit.”
The same is true for business. Excellence in customer service is not an act, but a habit. Make it your business habit today.
About the Author
Barry R. Knights writes for ARBDS – (Australian Regional Business Development Specialists) Building Strong Organisations.