Batteries not included. Three of the dumbest words.
Your Company spent millions of dollars to develop this wonderful product. Engineers spent countless hours creating and refining it. You spent additional millions of dollars in advertising to get me to buy it.
I bought it. I took it home and now it won’t work because YOU neglected to include the only part that WILL make it work. For a couple of extra bucks, your cost and mine, I’m frustrated and angry with you and your Company.
It’s the same with customer service.
No matter what you sell; whether it’s goods or services, big ticket or small, sales and customer service are not two separate pieces. Every sale must come with the customer service built in.
Exceptional customer service is NOT an extra cost of doing business. It is an investment in your own future success.
In the early 1950s, my uncle had a very small clothing store in Miami, Florida. In those days, Miami was a major entertainment center, with the biggest names in show business appearing at the major hotels, very similar to Las Vegas today.
One evening, as he was leaving the stage at the...