The Value of Good Customer Service

I don’t believe in the saying that the customer is always right, at least in the way that most people use it. Companies and workers shouldn’t consistently bend over backwards to meet the requests of demanding customers. Sometimes it’s just not reasonable. Sometimes it’s just not right.

With that said, there has to be a threshold for quality customer service. Within the last few years, a company that a lot of people honed in on for their terrible service is Comcast. Their notoriously bad way of handling customer issues lead to countless articles being written about the company. They didn’t meet the minimum threshold. That’s an extreme example and I think we could all rant about poor service from large companies like that. I know I could complain about Time Warner Cable and the ‘service’ I had from them.

On the other side, it is important to reward companies that have quality customer service and care about who they are serving (while not completely capitulating to every request). As Bev Gray, a CEO in the Washington, D.C. area says, “The goal for any modern company should be reciprocity, you have to give in order to receive.” There’s a give and take in any relationship, including business. Companies that exemplify that should get your business.

All politics aside, that’s one reason Chick Fil A is my go-to fast food place. The people are friendly, and although the ‘my pleasure’ thing is a little cheesy, it adds a nice touch. I don’t think I’ve ever had an unpleasant experience at any location. But, they also don’t give in to every customer demand -- namely still being closed on Sundays. They stick to their values despite how much we would all love to get a delicious chicken sandwich or a milkshake on a Sunday afternoon. That’s important to them even though they are shunning potential profits. Good on them.

Overall, treat your customers well. That’s common sense. But don’t feel like you have to give in to every request, especially the outlandish ones. Sticking to your values, as long as they are solid, will gain trust in your existing customer base.