Why Customer Service is NOT Enough
April 16th, 2009 |What was your latest customer service slogan? “The customer is always right”, “The customer comes first” or how about this one - “The Year of the Customer”. I spoke recently at an event and that was the theme of the conference. Shouldn’t every year be THE year of the customer? Managers have read all the books (or at least bought the books). They have pledged faithfulness to the customer via slogans and speeches yet their service remains mediocre at best. So what’s going on?
Most of the efforts create the right attitude yet no action seems to follow. Success comes from action not good intentions. The best go beyond talking about what they should do or what they are going to do, they simply do it. And it is that simple. Great customer service is not difficult. It is about delivering what you promise, being nice, creating systems so your people can deliver what is needed and doing lots of little things right…..see it is simple.
But here is the reality, I see three levels of service being delivered. Those three are rude, indifference and exceptional. Of those three, which do you mostly receive? Indifference is my vote. Here is one of my recent experiences with indifference. While renting a car, the customer service agent folded the rental contract, told me how to find the car and the space number and then said, “Thank you, sir”. Wrong, since I am a “ma’am”. Better yet, why not use, “Thank you, Ms. Ford”. The misstatement indicated indifferent, robotic service.
Most organizations are very good at processing customers, very few excel at serving and satisfying them. I am talking about salespeople as well as customer service. We get processed all the time. Go to the bank and think about the experience - you get what you want, you get what you need. However did anything occur that left you with a positive impression that would keep you loyal? When is the last time you heard from your insurance agent just to check in and thank you for the last few years of prompt premium payments? I am still waiting for that call.
Become a student of the companies who are getting it right - call GoDaddy.com and be amazed at the personalized, enthusiastic service and did I mention all that done by a real, live person who answers the phone. Find a colleague insured by USAA and ask about their service experiences. Take a field trip to a Four Seasons Hotel and be ready to take notes. The key is execution. You know most of this stuff. It is time to do it.
Exceptional service that leads to satisfaction is required to create loyal customers. Everyone is talking about creating a great customer experience. Take a look at your organization and think how you are going beyond talking about memorable service to actually delivering it. The best companies get it by simply doing what it takes to create loyal customers. Customer service is NOT enough, customer satisfaction is the goal.
Lisa Ford is a speaker and author. Her strategies help organizations keep customers loyal and team members customer focused. “How to Give Exceptional Customer Service” is a best selling training series. Lisa can be contacted at http://www.lisaford.com
One Response to “Why Customer Service is NOT Enough”
By Karen Benson on Jul 18, 2009 | Reply
You have got to be kidding about USAA. As a customer since the late 1970’s their formerly outstanding customer service has gone downhill year after year for about the last decade. I was rear-ended on the freeway two years ago and spent over a year getting a settlement from USAA, in the meantime dealt with ongoing intimidation and bad faith on their part (second accident in my life, neither one my fault, and I’ve had a driver’s license for 35 years.USAA for about the 100th time I’m telling you it’s not my fault I got rear-ended and I just wanted my car and my neck to be repaired. Latest: I moved and changed my address with a phone call but was told months later that “that isn’t enough to change your policies”. Was it not possible to tell me at that time that there was something else I needed to do? Or when I sold my house and notified them of the closing date they did not manage to stop my homeowner’s policy but didn’t tell me until I called them a second time to see why they were still taking money from me that I had to stop it AFTER the closing, and the person I spoke with on the phone BEFORE the closing couldn’t actually put the closing date into the computer? I agree with you however on the issue of customer service. Most people would rather save a few dollars and go with the company who provides indifferent customer service. (I’m guessing that the rental car company is a case in point?)(And perhaps my loyalty to USAA despite the fact that it’s a bad relationship?)