I’m often told by people in business that their business gives great customer service.

But what I find when I look at these businesses, is that the owner tells the employees to give great service to the customers, but the employees are not told what they need to do and they are not told why they need to be doing it.

And so in most cases, the employees try giving customer service a go for a certain period of time, and then they stop, and they default back to what they were doing before.

Which is four fifths of sweet not much.

And so nothing really happens.

And the business goes back to suffering. And the employees default back to trying to get by.

But the boss, or the owner, believe that customer service has been implemented, because the employees attempted to improve their customer service skills…. but what he doesn’t realise is that the employees have ceased that implementation.

It’s pathetic really.

And so some businesses say this:

“Customer service? Yeah, we tried that. It didn’t work.”

But what didn’t work was the employees.

Because they weren’t given adequate training and follow up.

The jury is not out….

The jury is not out when it comes to customer service.

There is a reason why the great retailers are serial implementers of World Class Customer Service Systems and processes.

And that reason is because Customer Service works.

It works because customers love being made to feel special.

And when customers are made to feel special, what happens is a stronger bond is created between the customer and the retailer, or the service provider.

Your intent, when you begin your journey into the world of customer service must be the mission of making your customer feel special, and of providing a solution for their problem.

When you do this for every customer, your customers will become your biggest and best evangelists for what you do for them.

They will tell everyone they know how good you are, and how great you are.

Remember, your customers may not remember the exact service you provided for them each time, but they will always remember how you looked after them, and how important you made them feel.

And that feeling is priceless.


Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business