Customer service is an eternal differentiator that’s easy to talk about, but hard to get right without a little effort.  In a competitive marketplace, it’s an effort that you can put in at no to little cost that might really move the needle toward greater success.  If you’re a business owner, maybe you aren’t focused on touching your customers, but when’s the last time you met with your service reps, your maintenance team, your operators – individuals who touch your customers?  You want to show your team that you care – not just about them, but that you care about how much they care about the customer – to teach your team the value of customer service.

        Do you have a scripted procedure for how to make a first, last, and lasting impression with a customer?

        The impact of a professional first impression and a courteous conclusion to meeting will drive referrals and return business more than anything else.  Do you and your people…

• Show up on time, in uniform, with the right tools, use polite language, have appropriate music playing at work, and express genuine interest your customer, their product, and their concerns or special requirements?
• Bring things to a conclusion with no lose-ends, clean-up, assure customer satisfaction with proper follow-up, and then get ready for the engagement?
• Bring a good attitude to work? 
  • As an owner, what culture are your building?

        Just a few sample considerations, but they apply to all.  Whether you’re an upstream multimillion-dollar middle-market manufacturer, a remote-work tech consulting firm, a retailer whose everyday is full of new personal engagements, or the sole proprietor of a seasonal gutter cleaning business, mastering the small but meaningful skills of great customer service all along the value chain will drive a business toward flourishing.  Those that don’t work on customer service may endlessly wonder why invoices are paid late, customers don’t repeat, and referrals don’t flow in.  

        Customer service takes a considered and sustained effort, won’t drive a lot of cost, and matters a great deal.  If you’re looking to sell, straightening out your processes makes your organization much more attractive to a potential buyer. 

“Do you have a scripted procedure  for how to make a first, last, and lasting impression with a customer? .. drive a business toward flourishing.”