In my world customer service is a high priority. It’s easy to argue that it’s never been more important. Especially in this difficult economy, more and more businesses are finding if they improve customer service they can increase customer retention.
But it’s possible to go too far.
A recent article at ManagementToday.com points to a study done that suggests too much customer service can hurt profits. And I agree. Too much of anything can be a bad thing and that includes customer service.
That’s why we want to remember the cardinal rule of Amazing Service:
Give your customers what they want, in a way that works for your company.
Whenever you try to do everything for everyone, you’ll wind up in trouble. Any efforts you make to improve customer service need to be tempered by reality. You need to stay within the parameters of what works for your business. You need to remain profitable. And you need to run your business in a sustainable way.
So you can’t give every customer everything they want.
The good news is, customers get this. At least the good ones do. The rest need to be educated or evacuated. Your business exists for a reason. It has the ability to serve you, your employees and your customers. But it can’t be all things to all people. So focus on what you do best and whom you can serve best. Then give them what they want in a way that sustains you and your company.