Customer Service: Do You Really Care?
Customer Service is something you hear me preach about quite a bit here. To me, it’s the lifeblood of your organization. Without at least good customer service, few people care about your product.
Recently I attended a conference in Colorado. (Having been to a ton of events, and perhaps put on one or seven hundred myself, I was pretty excited that we had two great instructors in Pete Richardson and Michael Murphy.)
During one of the sessions, Pete shared about an experience he had with the now defunct CompUSA. Early in his last business he had used CompUSA to get all of his computers up and running…and continuously fixed.
He got to a point where he was so frustrated with CompUSA’s customer service that he was just done. He went to the store that he had been using and wanted to let the manager know what was going on.
As he walked in he noticed the manager standing under a sign that listed the companies core values. As he looked up and read them, he thought to himself that they were pretty solid.
He then decided to let the manager know what was going on. He said, “I am taking my business elsewhere and I thought you might want to know why”. To which the store manager said, “No…I really don’t.”
Without the need to respond, Pete left the store and never went back.
There comes a time in your role as a leader or entrepreneur where you have to take responsibility for your companies actions. Is there any doubt it was this kind of attitude towards customers that caused the retail chain to die off?
You can’t be surprised that you lose business when you treat the actual business like…business! Instead, you have to treat your customers like they are actually the ones contributing to your 401K.
Yes, there are times that the customer is wrong. I do believe that. But to continually mistreat customers, and then wonder why you’re wearing a paper hat flipping burgers, is ridiculous. Understand where your paycheck comes from and respond accordingly. Especially if your speaking under your core values.
Question: How should Pete have been treated?