Can you imagine seeing a banner, boasting this message, flying over the main entrance to your local theater, hotel, hospital, bank or retail store? … Or maybe a TV commercial or a giant billboard declaring the “death of the customer”?
At first, that image may sound absurd … but is it really that far fetched? You may not see that message displayed as described above, but you’ve got to admit that it’s been amply declared by so many businesses across this nation today.
Think about it …
- Video rental stores generate a significant portion of their profits from late fees!
- Gifts and discounts are offered to new customers while withheld from long-time customers who have proven loyalty!
- Credit card companies approve rather than decline over-limit transactions and then charge the customer fees!
- Cellular providers lock customers into lengthy contracts rather than creating loyalty through good service.
The examples are never-ending, but the fact remains that customers today are shown less respect and appreciation than ever before. Ironically, this abuse is occurring at a time when competition is fierce and the business community is feeling the severe ill effects of today’s economic downturn.
A recent survey revealed a variety of reasons (excuses) for this growing trend—most of which were unacceptable and several which were simply too stupid to print here.
Apparently, employers aren’t providing expectations, guidelines, or training in the area of quality customer service.
Those who think they can’t afford employee training in these critical areas will soon face a harsh reality. They can’t afford NOT to prepare their staff to leave an indelible impression on potential and existing customers, even in today’s fast-paced, technological environment.
We’re experiencing an increase in requests for customer service seminars and customer service keynote presentations. Apparently many have learned that good customer service translates into repeat business, an increased bottom line, and your economic survival.
Your competitor may very well be one of those who have made this commitment to providing better service. Can you say the same?