Comments on: Building your brand through Customer Service http://www.davecrainonline.com/building-your-brand-through-customer-service.html Positive. Growth. Mon, 19 Jul 2010 16:10:07 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Dave http://www.davecrainonline.com/building-your-brand-through-customer-service.html/comment-page-1#comment-1106 Dave Fri, 05 Jun 2009 22:16:58 +0000 http://www.davecrainonline.com/?p=1003#comment-1106 Bob - great points and great examples of where I thought/wanted the conversation to go. In addition to your comments, I'd point out that sales is not the only relationship you have with the customer, and "customer service" is not just sales. As you mention, any time your company comes in contact with a customer (current or potential), you are providing customer service. Yes, sales are very important, but what about your website? How easy is it to use, find what I want/need, or contact your company? Speaking of contact, to Bob's point, have you ever called your own switchboard? What about your other channels? Your stores, your literature, etc. etc. And it's not just retail. Every business has interaction with customers and provides service at some level. And, in a more philosophical sense, aren't we all kind of our own company? What is the state of OUR customer service? Bob – great points and great examples of where I thought/wanted the conversation to go.

In addition to your comments, I’d point out that sales is not the only relationship you have with the customer, and “customer service” is not just sales. As you mention, any time your company comes in contact with a customer (current or potential), you are providing customer service. Yes, sales are very important, but what about your website? How easy is it to use, find what I want/need, or contact your company? Speaking of contact,
to Bob’s point, have you ever called your own switchboard?

What about your other channels? Your stores, your literature, etc. etc.

And it’s not just retail. Every business has interaction with customers and provides service at some level.

And, in a more philosophical sense, aren’t we all kind of our own company? What is the state of OUR customer service?

]]> By: Bob Leach http://www.davecrainonline.com/building-your-brand-through-customer-service.html/comment-page-1#comment-1104 Bob Leach Fri, 05 Jun 2009 17:59:05 +0000 http://www.davecrainonline.com/?p=1003#comment-1104 Dave, again you have hit on a timely subject. After taking your recommended survey each business owner should turn the tables. How many of their suppliers would each business continue use if your sales person changed companies and went to a competitor. How many times have you followed the sales person because he/she took care of you during a production crunch and you needed the rush order? This is especially true if you are selling or purchasing a commodity item with little difference in price from one supplier to another. I am reminded of two national cell phone suppliers, one has better coverage but their customer service is horrible, lots of prompts, plenty of automated fixes which don't work and out sourced customer service with American names; the other minimal prompts with a customer service person who tells you their full name and contact information should you need to follow-up or become disconnected, personal note I had one problem in which the CSR volunteered to escalate a problem because it was beyond their ability and continued to stay on the phone until the problem was resolved - yes this person took ownership of my problem. I could on with this for a while having spent almost twenty years in retail but I will not. I challenge all business owners to look closely their customer service. Sales are mostly a relationship business - do you have a relationship with your customers or are they merely numbers and you are an order taker!! Dave, again you have hit on a timely subject. After taking your recommended survey each business owner should turn the tables. How many of their suppliers would each business continue use if your sales person changed companies and went to a competitor. How many times have you followed the sales person because he/she took care of you during a production crunch and you needed the rush order? This is especially true if you are selling or purchasing a commodity item with little difference in price from one supplier to another. I am reminded of two national cell phone suppliers, one has better coverage but their customer service is horrible, lots of prompts, plenty of automated fixes which don’t work and out sourced customer service with American names; the other minimal prompts with a customer service person who tells you their full name and contact information should you need to follow-up or become disconnected, personal note I had one problem in which the CSR volunteered to escalate a problem because it was beyond their ability and continued to stay on the phone until the problem was resolved – yes this person took ownership of my problem.

I could on with this for a while having spent almost twenty years in retail but I will not. I challenge all business owners to look closely their customer service. Sales are mostly a relationship business – do you have a relationship with your customers or are they merely numbers and you are an order taker!!

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