Why Stellar Customer Service is Critical to Business Success

This post started as a response to comments posted on the previous article, The iPod touch Limited Warranty Debacle. But it got lengthy, so I’m turning it into a follow-up article.

Seemingly small things, such as the ability to exchange a watch (see John’s comment in the iPod post) are often the determining factor of whether we choose to continue giving an establishment our hard-earned dollars.

My hubby and I recently went on a dinner date to McCormick & Schmick’s Harborside on Lake Union (Seattle). We were there around 9 p.m. the the restaurant was nearly empty, yet our dinner was extraordinarily slow in coming.

We didn’t comment about the slow service to our waiter, but he probably noticed us drumming our fingers on the table and craning our necks toward the kitchen, and offered us dessert, on the house. Think we’ll dine there again? Of course we will!

McCormick & Schmick’s gets it. They know that taking a temporary loss is worth it compared to the dollars they’ll forfeit if they lose my business for good (along my friends’ business, because disgruntled customers always tell at least 10 friends).

I have made customer service bloopers that have resulted in the loss of clients. We all make those mistakes. But part of improving one’s business involves:

1. Realizing and admitting that they were indeed mistakes
2. Apologizing to the client whenever possible
3. Seeking to make things right with the customer
4. Trying not to repeat the same mistakes

…and if you work for a large company, advocating for policy changes in customer service.

Let’s end this discussion on an up note. What positive customer service experiences have you had lately?