“Every employee is a customer service rep.”
“Your call is valuable to us.”
“I’ll pay you back when I get my next paycheck.”
Broken promises come in all shapes, sizes and flavors. But the promise of service in a business is more than something that is routinely broken and ignored – it is a breach of trust. As business owners it must be, absolutely has to be, a given: service, great service, exceptional service is and always will be what we provide. Period.
Every aspect of our business functions and operations should be designed with this end in mind.
Service to and for our customers is never – never! – to be viewed as a value-added benefit or option. It is never an add-on or accessory. It is never an option.
Chris Brogan has a great post today regarding service: http://www.chrisbrogan.com/steak/