The Musings Of An Opinionated Sod [Help Me Grow!]


Nothing Shows You Care Than When Things Are Shit …

Just like HR is often about protecting management from their people rather than the other way around, the same can be said for customer service.

Of course, no one says that, but there’s far too many examples of companies stating the importance of their customers, and then using their customer service department to completely undermine them.

As I’ve written before, real customer service is demonstrated when things are bad, not good.

Let’s be honest, when a company can spot a sale, the full charm-offensive is on display.But when things go bad … oh, that’s when the truth is often revealed.

The irony is that this is the exact moment you can create a level of loyalty that can last a lifetime.

I’ve talked about the time VW came good after my brand new Golf GTI had the gearbox collapse and the turbo blow up … and I’ve found another example of a brand making something bad, a little bit better simply because they looked at things from their customers perspective and acted accordingly.

Isn’t that amazing?

Considerate. Compassionate. Personal. Helpful. Generous.

At the worst of times, a company has found a way to not just solve a problem – but help relieve some of the pain, that wasn’t even of their own making.

If a pet food company can do that – with their relatively low priced product – then any company should be able to. But many don’t. Not because their staff don’t want to, but their bosses won’t let them.

Years ago I worked with a consultant called Geoff Burch.

He was a beautiful maniac.

What made him great was he challenged management to live up to their responsibilities – both to their companies reputation and their employees ability to be successful.

We were working on an Italian car brand together and at the client briefing, the CEO said the call centre staff were offering too many benefits to appease dissatisfied customers.

Geoff asked why they were dissatisfied and the response was their were reliability problems.

Quick as a flash, he replied:

“Maybe you need to realise your responsibility to your employees is more than just a desk, a roof and a paycheck, but making a product that is fit for purpose. I can’t help a company who wants to blame others for the faults they have created and protect”

It was incredible.

And while there was a very awkward atmosphere in the room after that outburst, the CEO – after what seemed like a lifetime – acknowledged he was right.

To be fair, it helped that Geoff had an incredible reputation, but he wasn’t saying anything truly revolutionary, he was simply saying ‘reputation is based on what you do, not what you say’.

And while that should be plainly obvious, it’s amazing how few companies still don’t get that. The companies who think making a few dollars more today is more valuable than a lost customer tomorrow.

Seriously, the way some companies operate, it’s like a bloody ponzi scheme.

Don’t get me wrong, I’m not suggesting you should ‘spend your way’ into customers hearts.

This is simply about valuing your customers perspective rather than purely seeing the World through your own.

Which is, unsurprisingly, the true definition of customer service.


9 Comments so far
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Inspiring loyalty is so much easier than companies think. The problem is their processes stop it happening far more than their incentives encourage it. That’s what made Geoff incredible. Are you still in touch with him?

Comment by Pete

Yep …

It’s so much less about process and far more about the attitude companies have towards their customers and their staff.

As for Geoff. Nope. But now you’ve asked that, I’m going to try and change that today.

Comment by Rob

Zappos used to do this all the time. Their customer service staff were encouraged to do so.

Comment by John

Yep … they were amazing and it was/is part of their business model.

Comment by Rob

When you can blackmail VW into giving you stuff, you have reached top blagger status. I’m thankful for you and your ways Rob.

Comment by Bazza

Is that your thanksgiving speech?

Comment by Pete

As close as Rob will ever get from me.

Comment by Bazza

Hang on, it’s not even thanksgiving there yet is it?

Comment by Rob

I’d rather have gifts than thanks.
But thanks. I’ll even pretend it’s true.

Comment by Rob




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