Sustainable Excellence Xtras #127 - Treating All Customers As Prospects

How important is it for a company to provide quality customer service today?

Would you purchase a product or service from a company that provided sub-par service?

I recently changed my pharmacy provider because the big-brand company I had been using for years had been consistently making mistakes in refilling my prescriptions. When I pointed out the errors, they seemed reticent about making things right. Even when I told them I was taking my business elsewhere, they didn't seem to care.

We recently had to replace our dishwasher after ten years. This got me thinking about appliances that were made when I was growing up.

According to appliance repair school, TradeSkill, appliances manufactured in the 1970s lasted between 30 - 50 years, and even if they broke, they were easy to repair.

The appliances of today, with their state-of-the-art 21st-century technology, generally last about a decade or less.

In addition, appliances account for more than half of the world's electronic waste.  

Many companies today appear to be apathetic about providing quality customer service. This indifferent attitude is costing many organizations significant money as customer research indicates almost 80% of consumers make a purchase based on the caliber of service they receive.

Please check out the video below about the importance of providing every prospect and customer with exceptional customer service and leave me a comment about your feelings related to the customer service you receive today as opposed to fifty years ago.