Saturday, January 7, 2012

Customer Service - 5 Key to Success

“Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them." - W. Edwards Deming

In reviewing what separates companies today, it comes down to customer service.  Technology has leveled the playing field where differentiation is more challenging and service is the key.  The following are 5 characteristics:

  • Don't make promises unless you will keep them
  • Listen to your customers
  • Deal with complaints
  • Be helpful - even if there is no immediate profit in it
  • Train your staff to be always helpful, courteous and knowledgeable

A few examples of companies that I have found meeting this definition are Amazon, Marriott, and Apple.  Conversely companies that have not met the proceeding definition are Best Buy, Home Depot, and Sprint.

As Peter F. Drucker states, “Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.”

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