Dr. Drew’s Sales Rant
I am amazed by the sincere lack of customer service lately. A recent conversation with a peer seemed to feel that customer expectations are higher and stress is increased due to the recession. I believe this a rote excuse for laziness and resentment. I simply tire of those that will not engage the customer and customer that believe they are the privileged few.
From the customer perspective, perhaps it is time for some organizations to realize that their entire mission in life is to attract and retain clients. I always love walking into a physician’s office only to be greeting by the glazed secret window. I am never certain if I am interrupting someone’s shower! Is there any reason for not having a small desk with a warm, smiling receptionist willing to greet a patient?
Moreover, if you really want to destroy customer relationships, integrate one of those fancy voice operated call systems. Nothing is more convenient than repeating your social security and account number four times, while being asked your special double secret pass code to a live operator 12 minutes later! This is not customer service it is customer frustration.
Here is a secret, if you want to develop systems to retain your clients that it is necessary to hire the right people that care for clients. Smiling and empathetic employees are the exemplars for success. In addition, terminate processes that only diminish the experience and customer loyalty.
Further, there is a certain liability for clients; they need to refrain from the victimization approach. While I profess that companies need to do a better job, they do not need to constantly cower to customers. Demanding, overzealous customers can be terminated. Customers must not be heartless; implying they are the only client for the organization.
The issue many do not understand is that customer service is a negotiation. Unfortunately many have predispositions based on previous experience. Customer Service is based engaged under the rules of reciprocity not remorse.
If you seek higher levels of service for your organization, or if you are simply unnerved by customer service email Drew for a free tip sheet on customer service.
© 2009. Drew Stevens PhD. All Rights Reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Customer Service and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To book Dr. Drew for a workshop or keynote or to obtain his Secrets of Ultimate Business Success email him today at www.drewstevensconsulting.com/contact
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