What About Generous Customer Service?

The unwritten rule today may be to give as much value as possible. Give, and give, and give, until you feel like you can’t give anymore. Generosity, like beauty, may be in the eye of the beholder. What about generous customer service, do you deliver, who says?

Generous Customer Service

Of course, we have all already figured out that getting something for nothing is probably costing someone something. Most often today, something given as free when it is on the edge of a transaction is really the underlying hope for reciprocation. As both vendor and customer, we understand.

A free baseball cap isn’t really free, it comes with the assumed obligation that you will wear it or perhaps gift it forward. The same is true for the free t-shirt with a business logo, or the stickers, magnets, or wall calendar. Everyone seems to understand, or else they really don’t care.

In our attempt to give a lot, establish the return visit, and create loyalty are we hurting our customers? Is every touch point about giving?

Do You Want It?

It might be the 24-inch long cash register receipt for the purchase of a single item. The request to go online and fill out a survey or get a coupon for a product we may want to buy on our next visit.

Could it be the extra flyers, brochures, and the new catalog that comes in the brown box, did you pay shipping and handling charges? Is free shipping really free? Perhaps but most people recognize that somehow that is built into the cost. It is an attractive gesture though.

What about the club card, the interest free loan, or the buy ten and get your next one free on your next visit?

Is It Generosity?

Are all of these things of value to us, or do we really just want the best price with quality and value that meets our expectations? Do we get what we pay for?

Do you deliver generous customer service?

Says who?

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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