Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to make a presentation to the local council at 9 am) walked into a store that sells photocopiers. They also provide a copy service. He wanted to make a back-up copy of his lengthy presentation.

The shop appeared to be open - doors unlocked, lights on, etc but the young lady who met him said she couldn't do photocopies until 9 am because that's when the copy centre opened for business.

He went two doors down the road to the Council Library and did them himself at 10 cents per page, spending $11.00.

Guess where he won't look for his next copier?

Two men walked into a bakery / coffee shop at 4.45 pm and asked for two coffees and two slices of cake. They were told they could only have the cake to take-away as the shop closed at 5 and coffee took too long to make and drink.

They left.

The point is that the two men were local council aldermen and the Deputy Mayor owns the shop.

The owner of a local cafe went on holidays and hung a sign in the window "Have taken 10 days holiday. We knew you'd understand". I understood. I went around the corner, discovered a new cafe that has given me a voucher for a free coffee for every four I buy. I'm going there again.

How's this in contrast?

My lawnmower man was driving down my street on Sunday and saw me pruning some bushes in the yard. He stopped, grabbed his chain saw and started to help.

I asked him how much he wanted and he said, "Nothing mate. I was on my way to the tip and the trailer isn't full". He knows the value of a customer - he's cut my lawn on average 20 times a year for the last five years.

I pay him $25 per mow - that's over $2,500 over five years so I guess a free load to the tip wasn't that much to give away. He saved me having to borrow a trailer and spend my afternoon going to the tip. He's got a lot more $25 coming his way!

Such a little thing but what cost and what benefit?

Take a look at the silly things you do that cost you money and fix them!

© James Yuille, Brisbane, Australia, 2004.

About the author:

James Yuille is a sales and marketing consultant and trainer with over 32 years experience. He is based in Brisbane, Australia. His free weekly sales and marketing newsletter provides topical information for business owners and salespeople. Find out more at http://www.jamesyuille.com

---

When the Customer Demands: Give a Discount or Lose the Order

Periodically every sales person encounters the customer who refuses to... Read More

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too... Read More

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver.... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

How To Build a Profitable Business

It's never too soon to start saying thanks to your... Read More

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known... Read More

The Nine Principles of Customer Service for the Travel Industry©

If you want to learn how to get your clients... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local... Read More

7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers

If you think customer relationship management is just a piece... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

Attitude of Service

When conducting a training session about customer service, I always... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

Customer Service, the Internets Primary Neglected Business Concern

Customer service is everything to a business. Just look at... Read More

Customer Service: Stop Sabotaging Your Customer Relationships

If you've called for customer service recently you're familiar with... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Invalid Excuses for Poor Business Results - The Weather

Note to Kmart: It wasn't about the weatherIn the 1970s... Read More

Listening: The Foundation of Communication

Listening is the #1 communication skill for leadership, selling, customer... Read More

Dont Work with Jerks: How to Recognize a Difficult Client Early

Five minutes into the call I knew this client was... Read More

Oil Change Customer from Hell or Hoax; You Decide

Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well... Read More

Listening to Customers - 5 Tips

In a strange juxtapositioning of articles, this month's UK '... Read More