Mediocre customer service won’t cut it
How would you rate your customer service skills? What do you do that is extraordinary and different from your competition? Why would I want to give you my business over someone else?
I’m guessing that most of you have pretty good customer service or you probably wouldn’t still be in business. However, I believe as a culture we have let mediocrity take precedence over quality.
I’ve seen it time and time again in my career. Most people today are happy with the headphones that come with their smartphones, compressed audio, cheap HDMI cables and HTIBs. It’s actually run rampant everywhere you look.
The biggest area that surprises me with this mediocrity though is in lackluster customer service.
I’m not talking about how you treat your best customers; they typically get preferential treatment in some form. I’m talking about your relationships with everyday clients and even with your difficult customers. Your customer service is only as good as how you treat your worst customers.
So how do you rate yourself on customer service with that in mind?
I’ve always been a believer that you get more with sugar than you do with spice. Karma is also a very real thing. If you are genuine, positive and pleasant, things will just go better during your day. Plus it’s just more fun to be nice.
I had an issue recently that absolutely tested me. A new dealer was supposed to get their demo product a week before a scheduled visit and training. Because of multiple shipping issues, there was a huge delay. If this product didn’t arrive in time, everything would have to be re-arranged (flight, hotel, car, training dates, other scheduled trips, etc.) After multiple calls and emails for three days with no resolution I finally got a hold of the person in charge of dispatch. We’ll call this guy Bob. Immediately I started making demands (using spice, against my norm).