Why Customer Service is Winning
Some organizations view customer service as an expense to minimize. Customer service is not about a department, it is about a culture. Delivering exceptional customer service is winning.
Winning to Lose
Businesses might sometimes be brutal with sales efforts. The pressure from management or the business owner creates pushy behaviors from account executives or others whose job performance and paycheck depend on closing the sale.
An intense focus on the close of the sale without a similar focus on the customer likely has a cost associated with it. When the push is too hard, it becomes a shove. People seldom forget a shove.
You might win the sale today but this win might become a loss since it is at the expense of no sale tomorrow.
Big city or small town you’ll rarely only interact once. The reputation you’re building is important. Future decisions to buy goods or services will be at stake. Your individual presence and the culture of customer service you’ve demonstrated will always matter.
Customer Service is Winning
Here are a few things to remember about why customer service is winning:
- Reputation. You’re not just managing today’s transactions your building tomorrows reputation. This reputation will be a factor that is discussed anytime someone mentions a need for what you provide.
- Trust. People engage with trusted resources. Consider that trust is earned, not just given. Price always matters but trust is part of your value. Even in transactional sales trust will play a role.
- Connection. Beyond trust is the connection. It will only be a one and done if the perceived value is low. The service you provide might represent part of the sales team you never realized that you had.
Culture Matters
Customer service is never about a department, it is about a culture.
Most organizations will tell you about their exceptional levels of customer service.
It’s not what they tell you that really matters. It’s what they show you.
– DEG
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 four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.
