When Customer Service is such a hot topic and one of the most widely discussed business issues of recent time why are so many companies not doing more to improve?
Most business owners don’t care and any improvements are hard to measure. If the business has been profitable without a big emphasis on service, changing the mentality and focus requires a large mind shift. But as soon as the business starts slowing down owners look for any way possible to boost sales. By that point the opportunity to use Customer Service to build the business has been lost, reputation is set, the damage has been done.
The difference between an average and a great business is Customer Service. Businesses with poor customer service who deliver unsatisfactory customer experiences are probably still good at their job, the work they do is satisfactory and the price they charge reasonable. People probably use them out of necessity and convenience.
Many business owners are pre occupied and too busy managing the day to day operations to be concerned with future proofing and business improvement planning. It’s the old adage about how much time you spen in the business rather than on your business.
Ambition is a key ingredient. Many business owners are satisfied with the boat, the house and the bach and the BMW. Lifestyle is all they are after so if the business is ticking over just fine why would they invest time and money in “customer experience”.
What we need is some “realization research” taking a snap shot of a business before and after a customer service strategy was implemented
I think what all the commentators, speakers, writers, bloggers on customer service are trying to do is encourage you to voice your opinion, to know better and to make sure the company you’re dealing with gives you a reasonable if not excellent experience. If we the consumer do not make a point of telling the company concerned “your service sucks, and I’m going elsewhere!” they wont have the customer driven influence to make a change.
