Amazing Customer Service Rule #18
Every customer contact counts
What your customer perceives about your company is what determines whether they will stay with you. And their perception is built one contact at a time. Even one bad experience can taint their perception of your company and how you do things.
Every contact a customer has with your company delivers an experience and creates an impression. It could be a phone call, an in person visit or a look at your company website. Contact also comes from third parties. When one customer tell someone else what’s it’s like to do business with your company, that creates an impression about your company. That’s a contact just like any other.
To make every contact count your company needs to be consistent. Every action of every person in your company needs to be focused on serving your customers so well they back and they tell others. Do everything you can to make sure every contact with every customer is a great one – do this every time with no exceptions and no excuses!
{ 2 comments… read them below or add one }
Great, great reminder, Kevin. Sometimes I(and many other “practitioners”) get caught up in the high-level theory, with good intentions. But when it’s all said and done it’s about that Moment of Truth when you make contact. That’s the make-or-break moment and it HAS to be seen with such significance. I’d even go so far as to have front-line teams say “Every contact is critical”(or something more poetic) just before they pick up that phone, read that email, etc.
Thanks!
Russ
Seattle, WA
http://www.twitter.com/russhatfield
Hi Russ – I like your thinking. Having a frequent reminder (by saying or reading something) could be an effective way to keep this idea top of mind.
Thanks for your comments!
Kevin