You may not know it, or want to accept it, but you’re an SOB. At least, that’s how your customers see you.
I’m talking about a Service Oriented Business.
It doesn’t matter if your primary source of revenue is generated via a physical or digital product, you are still a service oriented business.
Embrace it.
Companies That Get It
- Zappos sells me shoes, and I return to buy more because of their service.
- SBS (a client) sells metal buildings, and much of their success is because of their commitment to service.
And Companies That Don’t
- Comcast provides me with internet access and cable TV. The product is good (not great), but my experience with their service has been horrible.
- Bank of America used to sell me some pretty good financial services, but their customer service was deplorable.
Remember, customer experience boils down to three things:
- Expectations
- Performance
- Perception
I think I can state that another way by saying:
- Be authentic with your communications when you sell.
- Outperform your competitors with what you sell.
- Create positive reinforcement and perception in how you service what you sell.
Become the biggest and best SOB you can. Trust me, your customers will thank you for it.