2007 Thoughts on Customer Service

Improve Your Call Center Performance and Customer Service. Execute Call Center Best Practices.

As customers and consumers become more and more demanding, hostile and belligerent in the market place it becomes more and more difficult to please them. Nevertheless, for the small business owners and companies that can satisfy them many a fortune awaits. Good customer service brings them back and this is the reason why all entrepreneurs, executives and employees on the front line need to understand that customer service is a contact sport. It is a game to be played to win and this is where we must achieve victory in the market place over the competition. Customer service is not just a buzzword or attitude it is the key element in success in your organization.

If you are not ready for some hardcore change then you have wasted your time in reading this article and if so I wish to insult you the reader and let you know that I consider you a coward, but if you will accept my challenge to hear me out then, I’ll make you into total customer service professional with customers begging for more. We must get your organization, agency, non-profit, small business or corporation into a systematic and automatic customer service mode and accelerate the hypersonic flow of word-of-mouth advertising.

We are talking about winning, we are talking about exceeding customer expectations and we are talking about total market share. You see whereas other business MBA marketing executives discuss “Market Share” well personally I have a different theory of business. I do not like the word Market Share. I only care about winning and the easiest way to win, is to win over your customers with excellent customer service.

Like most entrepreneurs I started my company small and eventually thru great customer service ended up growing it to 53 units servicing 39 cities. Oh but customer service pays back compounded interest and so we franchised our concept into 450 cities, 110 markets, 23 states and four countries. The key to all that growth was customer service and let me tell you we were in a highly competitive industry and it was not easy to satisfying the unending desires of our customer base, but we did and we won town after town, city after city, state after state.

I thank you for reading this article as it is my first article for 2007 on this subject, but while writing it, indeed it had occurred to me that it most likely will not be the last article on this topic. You see, customer service is that important. Perhaps this article is of interest to propel thought in 2007?

Lance Winslow, a retired entrepreneur, adventurer, modern day philosopher and perpetual tourist.

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