Apologies do not always make a difference. Attempting to fix a wrong will not always make it right. Unfortunately, in many circumstances customer service time is time that you will never get back. Have you lost time that you’ll never get back?
In a rapidly expanding service economy organizations that focus on proper delivery, minimizing breakdowns in service, and maximizing opportunities by caring most about the customer often find it easy to make a difference. It is easy because so many businesses get it wrong.
Is your business getting it right or getting it wrong? Certainly, we recognize that time is money, who is wasting your time? How has your time been wasted?
- Waiting in line or in the queue
- Shipping delays
- Bad weather shutdowns
- Wrong product shipped
- Product not to spec
- Wait staff with too many tables
- Order given to wrong customer
- Wrong information in customer database record
- Failure to place order on production schedule
- Equipment malfunction or breakdown
Some of these, none of these, or all of these may result in an experience that is less than desirable for the customer. What is worse is that it represents a loss in time that can never be recovered.
There are times when apologies don’t really matter. There are times when trying to fix the wrong isn’t comparable to the damage.
Customer Service Time
We can’t control the weather, sometimes we can’t control equipment breakdowns, and sometimes we get more business than what we are prepared to handle.
For the customer, none of it matters because when it equates to time they’ll never get back, it is gone forever.
Sometimes they are too.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), 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.