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How about a little customer service?

November 30, 2010

Working in the communications field for more than a decade, there are a couple of questions we always get asked. Can you make the logo bigger? What is my ROI? I don’t have a budget, how much will it cost? Is this going to work? And the list goes on and on.

All of those questions are legitimate (ok the logo one is a bit tiresome) but no matter what the answer is, it all comes back to what kind of experience your customers are having that makes them want to buy more.

You could make the best tacos on the planet but when you treat your customers like an irritation, you might as well be spitting in their guacamole.

All the time, effort, money, and strategies put into market research, development, and product launches means nothing when your customers feel slighted. I am a big fan of Nordstrom. I like their store offerings but more importantly I like the way I am treated when I am there. People actually look and then act like they want to help. I’ll even take it a step farther and say that they want to work with people. Wow, what a concept.

It always makes me laugh (after I have cursed like an Irish Hurling Captain – great sport by the way) when people working registers, serving tables, or in an actual “customer service department” roll their eyes in disgust when a paying customer, with a lot of choices, comes into their sacred territory. Here is an idea, work the stockroom, wash dishes, or stay at home typing online ads for money. You are not only saying a lot about yourself, but also ruining the culture of those around you and the integrity of your company’s brand.

So as we shop, eat, and drink our way through another holiday season, take a look around and start to really see who gets it. I already have a couple of places that I won’t be visiting again.

What good or bad customer experiences have you already had this holiday season?

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2 comments

  1. Considering that I teach my entire profession is about customer service. I cannot let a headache, stress, or frustration get in the way of a good learning experience for my students. If they have a bad experience then they will tune out of my class, and act up, and drop out of learning.


    • Great point. Where do you teach?



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