Monday, November 1, 2010

Customer Service vs. Profitability

The concept of customer service vs. profitability is kind of like what came first the chicken or the egg. In order to be more profitable you have to have better customer service. But how do you have better customer service without customers? And of course, you need the customers to be profitable. So what exactly does this mean?

When someone starts a business do they actually think about the customer service aspect of the business? The customer service could actually make or break a business. I just wonder how much emphasis is put on this. When I decided to start my business, I thought about the basics of the business, how to do the job, how to market, etc. I don't think I really thought about customer service as far as the big picture is concerned.

When I worked with my business coach, Judi Glova of Pinnacle Coaching, she suggested I read Raving Fans by Ken Blanchard and Sheldon Bowles. I also attended a luncheon where Kay Wallace of Tools2Connect was speaking and she suggested the book Delivering Happiness by Tony Hsieh, the founder of Both of these books focus on customer service. I found both books to extremely valuable. The thing I realized is that customer service will set me apart from others in my field. But what does that look like? How should I do that? Even while reading I was internalizing and trying to think of what my company could do that would separate me from the pack.

After much self deliberation I realize that it is not just about how I treat my customers or clients. It is also about how I service them. What I give to them, how I meet and greet them, how I follow up with them. It is all these things and so much more. I have finally figured out what that service would look like now I just have to do it. In all honesty I have yet to put these things into practice. Everything takes time but I am in preparation mode. I am putting systems in motion and will soon enough be at the top of my game. That I know for sure. (That's not conceit, just confidence.)

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