You may think the following statement is a “no brainer” but if that is the case, how come 80% of organizations around the world haven’t woken up to it yet?
“The most successful; the most profitable; the “best to work for” companies on the planet, have an excellent customer care/service program in place”
You see, I told you it was obvious!
The problem is that typically, Directors and management often see “Customer Relations” as the affair of a ‘Complaints Department’, whilst they get on and run the business – which is a form of warfare carried out against the irritating habits of customers seeking fair treatment, a fair deal or equality of relationship.
Salespeople often see customers as an unruly, disobliging and dishonest source of commission.
Support staff accept that they are paid to (try to) cope (on a good day) with unreasonable, whining, stupid, ungrateful customers who just won’t be told.
Administrators see customers as dunces who must be forced to follow the rigid procedures developed for the convenience of the supplier (an endless nuisance to the customer).
Technical people often see customers as stick-in-the-mud know nothings to be loftily put in their place by the use of elitist techno-jargon.
Production people ignore customers entirely, because otherwise they would get in the way of how they want to run the place.
Finance people treat customers not as people, but as reference numbers with obligations required to fit processes.
Unkind comments? Not at your place? Great! But anti-attitudes like this abound all over the commercial spectrum. You do business with your customers – not despite them! Customers pay the wages for everyone, not just the sales force.
Customer service is no longer just a question of interpersonal skills.
The difference between you and your competitors is achieved when expectations are exceeded. Doing the unexpected, going the extra mile, moves us from meeting expectations to exceeding expectations.
Let’s be clear, customers are not disposable; you cannot just use them and toss them away, they are your lifeblood, and without them you and your company will die.
The success of your organization depends primarily on just one thing – and it isn’t your expensive accounting software package, or your impressive offices, or your HR policies – value your customers, and they will play their part in guaranteeing your success .
The acid test – Would you buy from you? Would you buy from your company? If you did, would you return and buy again?
Be assured, there is always a penalty for poor customer relations. It plays its way out over the weeks and months ahead when people – and those they influence – simply avoid your firm.