Success Is Staring You Right in the Face
Even the most successful companies are in constant competition for business. What sets them apart often boils down to one factor … outstanding customer service.
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I have spent 44 years focusing on customer service. I have written hundreds of articles, as well as seven books on the topic. I have also been interviewed on television and radio plus presented to thousands of customers with seminars worldwide. No matter what business you’ re in, here’ s some advice I highly recommend you consider.
Most firms in the world believe they provide awesome service. They are addicted to advertising and marketing using expensive media. The biggest issue I see is they have no idea how inconsistent and weak their service really is. Most firms believe they need no help, but employee turnover is high. The solution is staring them in the face— it’ s their reluctance to invest in their people to develop a customer driven workforce.
First— You’ re in the Service Business
You’ ve got to understand you’ re in the service business. Most companies think they are in manufacturing and retail; airlines don’ t know they are in the service business. Southwest Airlines is successful because they understand they’ re a customer service company— they just happen to be an airline. Customer service is a critical piece of your business, and you should fine-tune it as much as you can.