Customer Service Isn’t Customers Serve Us

Posted on March 2, 2010 by DanGordon in Business

I really think that there are two types of ways businesses have the ability to choose how to interact with their customers. They both have to do with attitude and they seem to lean to one extreme or the other. Rarely do I see a combination of both within the same organization. I suppose it’s a result of a combination of things. The corporate culture, employee training, size of a company and leadership involvement on a day to day basis. The first way is what I believe to be the way things should be done in order to gain customer loyalty , increase referrals and therefore grow. We all know it by name as Customer Service. We buy a product or service. We might have an issue possibly at some point, it happens, life’s not perfect we know. We must rely on the company or its’ partner that sold us the good or service for support to solve the problem. In a perfect world, we would always have a great attitude, an eagerness and willingness to get the help we need. But, I find in my life experiences, that is usually not the case. It’s more so like climbing up a mountain while pulling out our teeth, nails on a chalkboard while holding our breath on infinite loops of hold times just waiting, hoping and praying for someone to help. This is what I describe as a company with the attitude that “Customers Serve Us”. A completely opposite approach, a more common approach unfortunately. It is where we are treated as if the company is doing us a favor by letting us shop with them (when we have countless options these days) and to top it off, if a problem does occur with the product or service we had bought, we must exhaust ourselves and waste countless hours just to get what we rightfully deserve. Why is that? Is it just poor management, too large to care? I pride myself in trying the best I can to go overboard as a businessman in this department because, honestly, we can always find it cheaper somewhere. So what else can set us apart other than giving the value of caring enough to understand our customer needs, delivering what they deserve, and growing our customer loyalty and business as an end result? What experiences have you had? Anything a company ever did to resolve an issue that made you more loyal as a result? Did a frustrating problem ever turn out to be a great thing in the end? On the flip side, did you ever have such a horrible issue that could have been resolved so easily, but the company attitude was that you serve them? Love to hear your rants and raves in the comments section down below. Appreciate you talking the time and look forward to some great discussion.

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Helen

Wow Dan another loaded question… You do come up with the good ones. Being a business owner myself I can't answer that directy because I offer not just product but a service. Clients can purchase all the product they want but often are at a miss as to what to do with it. Therefore, they are paying for a service as well which is my expertise. Just as we come to you for your expertise. Usually with a company who has worked itself ground up it has gained its loyal base because of the of service provided.
With that being said I think we all very much know that yes there are companies who happily hold us hostage with the service they are providing. How about a Utility Company (residentially speaking). If you are the only one in town who can provide it… it is likely that the loss of a relationship with them is not going to be a priority at their board meeting.
When it comes down to it… People will forget what you say, they will forget what you do, but they will never forget how you made them feel. I have always made the effort to go above and beyond when an opportunity arises, not because it is beneficial to my company, but because it makes a difference in someone elses life. It is all about what is important to you as a person, as a business owner, and as a customer.
But bad service is still bad service and like chewing on a bad piece of meat, you would prefer to spit it out. However, you wouldn't just spit it on the floor. You would deal with it immediatly and discreetly. Which is something to remember next time you get bad service it is a professional courtesy to a business owner to let them know you are unhappy and also courtious to do it privately. Social Media is never an place for one to air their dirty laundry. Just my thoughts, thanks for sharing.
http://dangordon.me/ Dan Gordon

Thanks, Helen. Love how you put it. “People will forget what you say, they will forget what you do, but they will never forget how you made them feel”. That Pretty much sums it up, and it's a saying my father has said my whole life.
http://twitter.com/Shelley_2 Shelley

I teach a customer service course through the training center at Rose State. I could talk for hours (literally) about customer service. I use real life examples in my course, good and bad, and I can tell you that the bad stories are the ones most people remember. From personal experience I can name a company that is getting it right – US Cellular, and one that is doing it wrong – The Ford Center.
http://twitter.com/Shelley_2 Shelley

Speaking of utility companies, several years ago I moved and had to set up new services. I was treated like a family member with the phone company and like an enemy with the electric company. I called them on it, told them because I had no choice in which electric service I used they knew they could treat me however they wanted. It didn't matter, they didn't care.
I have to say I disagree that all complaints need to be handled privately. Companies need to be held accountable, which can be more difficult if things are handled privately. If a company knows a customer's experience can potentially affect the opinion of 1000's of potential customers if it is shared, that will (or should) force the company to be more diligent when it comes to providing good service.
At the very least, we as customers have every right to share our experiences with others. I do think, however, that is the customer's responsibility to react with respect and ration when lodging a complaint.
http://dangordon.me/ Dan Gordon

Thank for you comments, Shelley. Really get your points. I wonder what your thoughts are on a guy like me that owns/runs a retails business and how it could or would effect me to publicly call out a company for unfair treatment or service? I have had so many opportunities where I felt like it was something justifiable to do so, but I kept my mouth shut due to the fact I could very well have customers it could affect. Is this the wrong way to think of it, or am I making the correct decision in this type of situation? Thanks very much. Really appreciate sharing your experience!
Helen

I agree with you Shelly that companies do need to be accountable, absolutely! However I still stand on keeping it discreet at least on my part. I would certainly want to know if a client has a complaint, but I wouldnt want them barging in my establishment ranting and raving or getting on twitter and socially bashing before I have even been given the opportunity to know that there is a problem or given the ability to fix it. Personally I feel it is both common and professional courtesy to deal directly with the manager and/or owner and in doinig so have and understanding that things happen, I wanted to make you aware of it and offer them the ability to handle it. If you get nowhere you always have other options of course.
Im with you girl on the Electric Company and I am willing to bet there are very few of us who haven't had the same experience. An unfortunate and ignorante experience and a bad one none the less.
Helen

No e on ingnorant… hahaha!
michellewinters

At the OKC Philharmonic, we make a huge effort to offer the best service we can within the limits of our non-profit operation. The biggest problem is that we are at the mercy of so many other entities who don't have the same philosophy — and the customers have no way to discern the difference between “us” and “them.” When we address complaints it often just sounds like we are simply passing the buck. I think many frustrated customers at concerts and events encounter the same issue. They don't know the difference between the venue and the presenter. And they shouldn't have to! There should be an overall high standard of service but unfortunately there isn't.
http://twitter.com/CraigElimeliah Craig Elimeliah

Dan,

Trying to get in touch with you but your email form on the website is broken.

Please email me at craig@pushkart.com

Thanks,
Craig Elimeliah
http://dangordon.me/ Dan Gordon

sent U a DM through Twitter. You should have it now.
http://twitter.com/Shelley_2 Shelley

I just saw this, sorry. I would say it depends on the situation. You have to pick your battles. The way in which you call out another company can be the deal breaker in my opinion.
http://stefscrazylife.wordpress.com/ Stephanie

I worked in customer service for 15 years, and if I had even had the thought of treating a customer of mine poorly, my butt would have been out on the street ages ago! Most companies I'm familiar with do have a way of monitoring their employees. Poor customer service by a representative by at least one of the companies worked for would get one fired, especially after meetings with supervisors, retraining, etc. didn't work. I was taught a long time ago that when someone calls in to “Company X”, the person who answers the phone is “Company X” to that customer. Customers remembers how they were treated, both good and bad. I know I've called a few “customers serve us” reps on their poor customer service skills. I've asked to speak to supervisors whose own customer service skills were lacking. I expect the same kind of customer service I was taught to provide, and often times, I'm disappointed. Maybe that's just me, I don't know.