Now don’t get me wrong, there are businesses out there who understand the customer service proposition and delivery on it daily (Trader Joe’s is a great example, Pacific Sales Appliances another). Unfortunately, these types of retailers are not the norm any more. Many “champion” customer service in their mission, vision, or value statement, but it’s nowhere to be found when you enter their store or approach their gate for your flight. Bottom line profits seem to be the focus for most service providers today (not the customer). You can see it everywhere. And this type of behavior is typically a self-fulfilling prophecy. “Poor service, poor sales, cut costs, repeat…..” Something has to change, the pendulum has to swing back to the customer. With an increased focus on customer service as a number one priority, I am absolutely certain bottom line profitability would rise.
What say you?