Good Service is Good Business

You will probably know - if you read my blogs - that I am a firm believer in good customer service. In fact if you know me at all then you will know that customer service and customer experience are my favourite subjects and that I believe in the best customer service ... actually five star, red carpet customer service. 

I have worked in many organisations where I have witnessed the power of great customer service and good relationship building to grow customers and thus revenue. I have seen tweaks and changes to customer service journeys, to focus more on the customer over data driven processes, revolutionise organisations and their sales and targets. I have seen what power the gift of time can do to a business in terms of profit when deployed on a customer. I have seen the power of listening and helping on the end of year targets. I have seen the power of empathy and kindness, compassion and consideration on the end of year sales report. I have seen what proactivity, passion, professionalism and positivity can do for an organisation struggling at the beginning of these changes. And this spanning my career in a variety of organisations.

For me this quote is totally spot on. Good customer service is good business. In fact good customer service is the best business strategy you can have, no matter what sector you are in.

I firmly believe in creating the best customer experience to create loyalty and increased buy-in from the customer. Customers want solutions. They have a need and we need to solve that need for them with a product or service. How? By listening to what they want, and only then can you give them what they want, not what you think they want from a half listening exercise. Good business means you use two ears and one mouth in proportion to each other. Good business means you let the customer do the talking until you know what they want. Good business is ensuring a customer driven approach (customer journey) over a data driven approach (organisation needs). 

Just over twenty five years ago when I entered the work arena, I did so at Harrods. Whatever anyone thinks about this store, I really learnt a lot about customer service and owe a lot to working there throughout my time at university. I saw the value of giving a customer time, help, a listening ear. That has not changed over twenty five years working in marketing and fundraising. People work with people whether in retail, marketing or fundraising and in any organisation. They are not different. There may be a difference in product but in the end, it is all about relationships. 

Good service is embodied by building good relationships whether it is a short one at the check out or longer one at a school or college or with a donor. These interactions are all important to shaping your feelings and thoughts towards a brand. Every touchpoint counts. 

So remember, next time you are looking after a customer, it makes good business sense to give them the best customer service. It’s the only strategy you will ever need to grow your business.