If I could figure a way to add audio to this post without having to pay royalties, you’d be hearing R-E-S-P-E-C-T by Aretha Franklin. Since this is a carnivale, we need music. Since this carnivale is about customer service, it’s also about “respect.”
Over at Mary’s Blog, Mary Schmidt asks six questions about the way you deal with customers. Don’t just speed read them. Linger over each question and ask yourself how your employees would answer. Or, more importantly, how your customers might answer for them.
"Louie, I think this is the beginning of a beautiful friendship." — Humphrey Bogart as Rick in Casablanca.
Now, if an American nightclub owner can say this to a Vichy policeman — surely we can do the same with our own customers? And mean it. Granted, I´m talking about fictional characters here who acted according to a script. But, in the real world, customer service reps also work from a script — and they have some really lousy writers.
The Duh! Bottom Line: If companies thought of customers as relationships versus one-time "wham bam" transactions, I (and many others) wouldn´t be writing about Big Clueless Companies such as Comcast, Home Depot, and Cingular. Treating us with a little respect could be the start of a long mutually beneficial relationship.
So, here´s a very quick sanity check for anybody who has to deal with customers (or clients):
1. Would I say that to their face?
2. Would I treat a friend this way? More…
Mary, I am shocked, SHOCKED(!) to find that businesses don’t respect their customers:-)