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HOW ImPORTANT IS CUSTOmER SERvICE?
customer that you truly care about them. As a result, they feel like they
are your only customer. They feel valued and special. These are the
events and experiences that drive a customer to come back again and
again. When you reach this level of customer service, the price of your
product or service becomes of little importance to your customer. They
buy because of the feeling they get.
We have all seen new businesses that have some kind of original, fun
experience for their customers. When the business first opens, they
are packed with people! But, over a short period of time, sometimes
only a few weeks or months, their customers stop coming back. Why?
Because they didn’t touch their customers on a deep, emotional level.
Make sure your customer service experience is a robust one and not
just a “fad”, wearing off and losing its appeal in the hearts and minds
of your customers.
9. do tHe Work
Your customers are critical to your success and the longevity of your
business. One common mistake is to focus on the internal elements of
the business and forget about the external customers and their needs.
We put our customer service process on autopilot and hope for the best.
I have already asked you to spend some time putting yourself in your
customer’s shoes. Be honest with yourself, and determine exactly what
you would want your experience to be like as your customer. After this
analysis, it is not surprising to find that as a customer, you are picky
too! You may realize that it will take some work to deliver the experience
you would expect. Remember, you did this analysis for a reason.
Consider the old adage, “if it were easy, everybody would do it.”
10. SHepHerd yoUr cUStoMerS
For some businesses, the customer service experience can be short.
For others, the process can be long and require many steps and handoffs.
It is important to make sure that someone is accompanying your
customers through every step of the process, until the last service is
performed. Make sure your process describes the details and requirements
of each handoff and that they are performed consistently and
flawlessly. There is no greater frustration than to execute almost all of
the experience perfectly, and lose the customer because of one minor
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