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Customer Service: The 1 true element of business.

This blog post is technically related by nature but not by content.

We have spoken about this issue before, but the business community at large is still not listening.

As a service provider or a product retailer, which should encapsulate all businesses, your number one concern, priority, and purpose is to relate, appeal and please your client or consumer base. PERIOD.

Furthermore, I do not care where you are placed in your managerial hierarchy within your company, what your name badge dictates, or email signature signifies, you are a Customer Service Representative. As high up as the President and CEO of a company, you exist because of your consumers not in spite of them. Your title is only pertinent and reflective of your internal company role not your external company role.

This blog post is inspired by a recent experience of mine, in which I was told by the “General Manager” of my apartment complex that she could not guarantee that the maintenance men would take their shoes off before entering my living room to fix my air conditioning unit (which has been broken and “fixed” 4 different times.) You cannot promise that they would take their shoes off? Why not?

She responded that they report to the “Maintenance Manager” and he reports to her. What?

Does there have to exist such a disconnect in a management interface?

She should have agreed to my simple request and responsibly made sure the “Maintenance Manager” was aware of my concern. A simple phone call would have alleviated any potential problem.

It is amazing how something so simple can mean so much to your customers, and yet be so hard for businesses to comply.

Well, my lease is up soon, and my check book reports to my pen and my pen reports to me… looks like I have a disconnect of my own.

A related video you may find interesting:

Kristen Bachmeier
Kristen Bachmeier
Kristen Bachmeier is Atilus' Director of Operations and helps to oversee all client accounts and day-to-day operations. Additionally, Kristen has worked in digital marketing for 6+ years and has helped create digital marketing plans for most of our clients.

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Recent Comments | 2 Comments
  • Avatar
    Scott L Clark

    You and the Devil have always been known to scheme together…

    If the consumer asks for pricing, time line, etc restrictions in exchange for cheaper prices then only the consumer is to blame. Or are they?

    Let this tickle your brain: if a majority consumer base demands lower prices with their acceptance of a cheapened experience, product or service level, where does that leave the minority consumer base who prefers the former? Is there opinion or desires of little value?

    Your devilish response may be, “then let the niche providers cater to them.”

    And I say, NAY! Ultimately, it is the responsibility of the service and product providers to set a standard of customer service not to be diminished despite customer demand. There are a multitude of ways a company can lower their bottom line and subsequent pricing structures, but promoting or condoning a cheapened customer experience through lack luster service should not be an option.

    Furthermore, do companies have any pride anymore?

    Can companies not agree to perform only the best in customer service based solely on their desire to retain the happy faces on that of their consumers?

    Or am I stuck in a time warp?

  • Avatar
    Zach K.

    Hahaha! Like that last sentence. I wonder though, what is customer service really? If we back out of the conventional definition of customer service, is it providing what your base asks of you? In extending our conversation about the airlines, what consumers asked for were cheaper prices. Is this in and of itself not great customer service? Just trying to play the devil’s advocate.

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