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No one’s ever died of customer service . . . have you ever seen “employees bending over backwards to perform exceptional customer service” cited as cause of death?

     Many of us who own or operate a business have no doubt wished we were dead while waiting on-hold for a techie in some obscure country that’s probably only had running water and electricity for a couple of months, to tell us how to fix a computer or electronic device in an accent so thick as to remind us that we’ve probably had better communications with a bucket of sand.       

What makes so many of us—as business and professional practice owners and operators—so reluctant to provide the kinds of clear, simple, pleasant, attentive, long-term customer care, relationship management, and service that we invariably seek for ourselves? 

     Surely, it doesn’t instill much buyer confidence in the business or professional practice whose “first face” to the public is preoccupied with conversing and looking over your shoulder to carry on a discussion about last night’s date or tomorrow’s meeting with a fellow employee—or with another person in line behind you, whom you feel certain must at least be a cousin.  Oh, and add some chewing gum to the equation. 

     Speaking of shoulders, when you are waiting patiently behind someone else’s, what’s so unreasonable about expecting the “first face” to look up at you and smile or wink or hold up a finger (no, not that finger) or simply say, “Thank you for being patient; I’ll be with you in just a moment.”  A tiny little acknowledgement takes the edge off of a service delay, and will often stave off ill customer feelings or temper tantrums . . . maybe even murder!  

     Here’s the bottom line: A sale is made or broken in the first ten seconds! and There is no such thing as a second first impression!  

AT LEAST—make sure the first person your customers come into contact with knows how to smile and be pleasant, how to act respectfully and courteously, and how to show a responsive and responsible attitude.  In fact, if you’re looking for more than overnight success, every single employee (regardless of pay, rank, or responsibility) needs to demonstrate these attributes all of the time, every day, with every encounter . . . in-person, in writing, and on the phone . . . no exceptions!  [Exceptions need training!]    halalpiar                            

For experienced consulting assistance with the design and delivery of customer service training programs that get results, fit your needs, and match your budget, contact Hal Alpiar at

One comment so far

One Comment to “DEATH BY CUSTOMER SERVICE . . .”

  1. Sue Masseyon 01 Jun 2008 at 6:30 pm

    Hi. I read a few of your other posts and wanted to know if you would be interested in exchanging blogroll links?

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