As to whether customer service is a state of mind or personality trait or from ‘within’, in my experience there are certainly some who recognise and practice this better than others, and even within the same organisation. The real tragedy is when some work hard to provide good customer service within a company only to have it undermined by others (within the same company) who don’t – as typified in a recent experience I had with a local print company. One person worked extra hard to solve a problem then handed it to a colleague to complete, who didn’t read the instructions, didn’t meet the deadline and then claimed she could ‘only do what she had time to do!”

However it still remains the company managers problem, and I am sick of businesses blaming their staff when poor service has been provided, when they have not recruited well or provided them with the training or motivation to do so.

Despite it being well known that keeping a customer is far more cost effective than acquiting a new one, it still baffles me why and how so many organisations fail to recognise the important benefits of excellent customer service.

I don’t entirely agree an organisation can’t train it’s associates to improve their customer service skills, although I wholeheartedely subscribe to leadership (Richard Branson, Herb Kelleher etc.) role modelling it is a more powerful driver.

However, I do agree an organisation is far more likely to deliver positively outrageous service when it’s the desire to deliver excellent service is more naturally ingrained in it’s associates.

Which supports any recommendation that says hire for talent more than skill, (i.e. look for the ones who do get out of bed looking to improve the lives of others) then equip those people with he skills and knowledge they need.

If anyone is looking for an outstanding example of positively outrageous service delivering sustained results, treat yourself to reading up on Southwest Airlines. In my view a great role model for any company with the gumption to stand out and step up!

OK you’re another company that makes pens. What makes you unique? Ah well we have great customer service.

Every time. But you make a good point – I absolutely will make an extra effort to go somewhere less physically convenient, or even pay more for a product or service where I know I’m guaranteed to get good customer service. Not particularly because I thrive on it but rather more because I get so fed up when I receive BAD customer service! So many times I walk into a store and end up selling myself the product rather than a shop assistant selling it to me.

So you’re right. Good customer service stands out as a unique selling point. The problem is how companies can communicate that to the world. Telling people you have good customer service just doesn’t cut it any more as everyone says the same thing.

Getting your customers to tell your prospects. That’s the secret!