Three Epitaphs for Not Providing Outstanding Customer Service

If you are not doing everything possible to attract and keep your customers ,then you are driving them away. When your customers get the feeling they are not wanted, they vote with their feet and cross the street and take their business to your competition.

Failing to Give Excellent Service
Far too often, business owners, managers and their employees make the mistake of failing to consistently give excellent service. Instead, they start giving excuses why they don’t deliver what the customer wants and expects. This can lead to an early grave for their business or organization.

If you hear any of the following three comments in your company, you must take immediate corrective action or recognize you may be headed towards extinction.

No Time
First, the old reliable, “We didn’t have enough time”. This response typically comes from an unorganized business. The management of this company is always putting out fires and does not recognize that the customer is its’ main reason for being in business.

Understaffed
Next, “We were understaffed”. If a business doesn’t have enough people to service the customers it serves, it is headed for big trouble. It won’t take long for people to see that the company is not capable of consistently providing the kind of service they want and will go elsewhere. As a business owner or manager, you must provide adequate staffing of properly trained employees.

Who Cares
The third tombstone phrase is “Who cares, there are plenty more customers where they came from”. This might be the most devastating of the three epitaphs, because it implies a continuous and infinite amount of customers that will come streaming to your business despite no matter what kind of service you provide.

The companies that stay out of the business graveyard will take preventative measures to keep these kinds of phrases from being spoken within the walls of their establishments.


If you are interested in a better career in customer service visit www.customerservicejobs.com


Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees.