Our Most Important Customer

In a recent company meeting, a conversation developed around who is our company's most important customer. Several customer names were tossed out, and by the end of the discussion, the group had come to a consensus - The most important customer is the ONE you are currently serving. (I think these team members came up with a very profound answer to their question.)

A lot of companies talk about the importance of customer service, so I've often wondered why so few companies actually have great customer service. Is great customer service really that difficult?
In a perfect world, customer service would be easy -

• We would always know the right answer to every customer question.
• Every team member would show up to work with a great attitude, ready to happily serve the next customer.
• Every customer would be a pleasure to serve.

Unfortunately, we don't live in a perfect world. Some days we allow personal issues to affect our attitude. Then there's that one customer that just seems to drive us crazy. In an imperfect world customer service can definitely be challenging.

Joseph Campbell, an American philosopher and professor once said "opportunities to find deeper powers within ourselves come when life seems most challenging."

What if we looked at customer service challenges as opportunities to grow? What would happen if we were to look at each customer as our most important? Would we be more willing to give them the service they deserve?

When we provide great customer service regardless of the customer or situation, we demonstrate our professionalism and commitment to excellence. On a personal level we find deeper powers within ourselves. On a professional level, we elevate our company's level of customer service.

Its one thing to have good customer service, and its entirely another thing to have great customer service. Our goal should be to have great customer service.

So, the next time you find yourself in a challenging customer service situation, just remember - you are serving our most important customer; give them the customer service they deserve.

I'd love to hear your thoughts. tony@repowell.net

Tony Christensen
www.repowell.net